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Four books, a blog, remote coaching and other resources to help you to keep customers at the center of everything you do. Sign up for our newsletter to keep up with the latest blogs and other news.
Read our Blog
NPS (15) – Use direct marketing techniques to improve survey response rates – 15th in the series on NPS
This is the 15th article in a series on the Net Promoter Score and Net Promoter System. The subject this time is the use of classical direct marketing techniques to improve response rates. By classical, well… yes, I do mean ‘old’. Like most people, I receive lots of survey requests by email. Unlike most people, […]
NPS (14) – 14th in the series – Customer survey response rates and statistical significance
Welcome to the 14th article in my series about NPS and the Net Promoter System. This time I cover response rates, sample sizes and statistical significance. Perhaps the most important points are about how to communicate such technical concepts. (Hint: Don’t!) All survey types are sensitive to response rates. The lower your response rate, the […]
What we Do
Blog
Weekly or more frequent updates on customer experience and strategy topics.
Speaking engagements
Training, keynotes and motivational speaking.
Surveys
Create and run your surveys, just to get you moving, or on an ongoing basis.
Books
Three books on improving customer experience and one containing business cartoons were published in 2017.
Business illustrations
Business illustrations for your office walls, events, presentations and other needs.
Analytics
Statistical analysis of survey results, whether your own or carried out by us on your behalf. Analysis of text answers to survey questions in multiple languages.
What People are Saying
Maurice’s approach to strategy development gives a short list of priorities for any business or geography. We used it successfully while I was MD of HP EMEA and Maurice was part on the EMEA Leadership Team.
I feel honored to be at #3 of the top 15 people to follow in 2017 in my primary area of interest. Fred Reichheld is of course at the top of the list.
A true leader in the application of big data analysis techniques to customer and employee surveys. It has been my pleasure to work with Maurice at HP Autonomy where I was CTO and at HP Software. He made a big difference for our customers.
As our head of Customer Experience for Software, Maurice has implemented a number of strategies that have created measurable positive results for our customers and our business. His commitment to our organization, as well as to our customers, has been remarkable and I know we will continue to feel the benefits of his contributions well in to the future.
Our Team
Maurice Engineer and strategist
Maurice retired from Hewlett Packard Enterprise where he was Vice-President of Customer Experience for Software.
Before moving to HP Software in 2012, Maurice spent six years as a member of both the overall HP EMEA Leadership Team and the EMEA Enterprise Business Management Team. He implemented HP strategies that cross all businesses and functions, with a special focus improving Enterprise customer experience with HP. Other work included business strategy development for emerging markets, vertical industries, and a variety of transformational initiatives particularly in sales. He led the EDS / HP integration work for the Enterprise Business in Europe the Middle East and Africa
Peter Artist and analyst
After his Bachelor’s degree in Psychology from the National University of Ireland, Peter went on to do his doctorate in Cognitive Psychology at Oxford University. Among the important things he learned was that he needed to paint with his left hand, rather than his right. He combined early work at the Max Planck Institute in Munich with the development of a successful career as an artist. He ultimately left psychology to work in the visual arts full-time, including thirteen years as the editor-in-chief of Ireland’s leading art magazine, Circa.
Customer Strategy Twitter feed
- How to understand response rates and statistical significance in customer survey results. My position on how to com… twitter.com/i/web/status/1…
1 week ago - I just published an article on the Austrian parliament vote to ban Glyphosate / Roundup! Here is what else they mus… twitter.com/i/web/status/1…
1 week ago - My answer to Why should customer satisfaction be the main objective of an organization? (In short, I say it should… twitter.com/i/web/status/1…
2 weeks ago - My answer to How do you measure responsive customer service? quora.com/How-do-you-mea…
3 weeks ago - Ma réponse à Est-ce bénéfique de prendre des vitamines ? fr.quora.com/Est-ce-b%C3%A9…
4 weeks ago
