David Heneghan
David Heneghan
David founded CX Index to help businesses leverage feedback to make more profitable decisions. Through our software platfrom we conduct sophisticated data analysis to help businesses drive more porfitable customer centric decisions. @cxindex
The 10 Most Annoying Restaurant Trends in 2011 and 2012
If a list is compiled of the most annoying trends or bugbears in a business sector, it is a handy opportunity for the customer-centric...
Feedback Analytics, Moneyball results
The film Moneyball recounts the true story of Billy Beane's successful attempt to put together a winning baseball club on a relatively low budget...
Key Financial Outcomes and Return On Investment ROI
If you come across anyone that is not convinced about the efficacy of CX initiatives, the best way to remove any ambiguity is to...
Competitor Customer Experience Collaboration
Businesses conduct extensive research to measure how the experience they offer measures up to the experience offered by competitors. This research is valuable, but...
(Feedback + Analysis) = Valuable Commodity
There is an unassailable truth that while data is a valuable commodity, managing it is problematic. In customer experience, feedback is the commodity. John D....
Hoteliers: Booking engines are inadequate for measuring customer experience
At a time when the majority of hotel bookings are made or researched online, the importance of the web as a means to engage...
Customer led innovation; a smart route to profitability for business, here’s a look at the pizza market…
No matter what business you're in; it's really important to differentiate. One of the most fundamental rules is that an experience designed for everyone...
“Big Experience is Big Business”
We all know it's been a shocking few years for the Global economy, and there are few countries where the fall into economic turmoil...
Single Question Metrics
In my last post entitled cherish customer complaints, they make you stronger I mentioned the article entitled Stop trying to delight your customers. In that...
Cherish customer complaints, they make you stronger
In order to keep things light and entertaining, I thought I'd open up with a quote from Friederich Nietszche: "it is impossible to suffer...
Irish most likely in Europe to switch Utility provider
An Irish Times article reported last week that increased competition in 2009 meant that Ireland topped the league for utility switching in 2009, higher...
The champions of low cost see greener pastures – how would you proceed?
One of the most successful champions of the low cost business model, a business that knows the business of being low cost as well...
Advertising, from Mad Men to Mad Men
In recent years, one of the only things I have watched consistently on TV is Mad Men. My enjoyment of the show, which takes...
Facebook and feedback, very comfortable bedfellows.
All industries change and evolve. To illustrate, you're now reading this on a computer. Hold on, maybe it's a smart phone. Gartner say the...
Banking on Feedback
It is clear there are many forces at play when it comes to the economic problems we face, but most of the blame is...
Pareto’s law and touchpoints?
It is cumulative effect of all touchpoint interactions that represents overall brand experience for a customer. Given that cumulative effect, is it then wise...