This section is devoted to equipping you with the practical strategies you need. Whether it’s conducting Return on Marketing Investment investigations or the nitty gritty of online surveys, this is the place to be.

Customer Effort: is it worth it?
What is the single measure I should use for measuring the customer experience?
DIY online surveys: ten steps to maximising their value
Customer Journey Mapping (CJM)
Benchmarking survey results
Engaging employees with customers
Net Promoter Score (NPS) – a balanced view
Do’s and don’ts of gaining customer feedback online
Maximising Return on Marketing Investment

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