Blog posts

Sample Questions for a Churn Survey to Improve your Churn Rate

Mar 27, 2015 08:47 GMT Netigate There is usually a lot of focus in the business on making sales. However, one of the key triggers of successful businesses is to ensure your customers also remain customers. To track the cancellation of your customers the term churn rate is used. In this post, I’ll be examining a way to improve your churn rate and push it down closer to 0% using churn surveys.

So what’s all this about black swans?

Mar 23, 2015 14:11 GMT The Business Continuity Institute So, first things first. What’s a black swan? Let’s get a definition out of the way: a black swan, to paraphrase Naseem Taleb, is an event that is (1) unpredictable, (2) massively game-changing and (3) in hindsight completely foreseeable. If it does not embody all three elements it’s not a black swan. Taleb says they’re rare – I say that’s changing.

5 pointers to consider if you REALLY want to measure customer feedback

Mar 23, 2015 13:42 GMT Netigate Successful businesses put their customers at the centre of their corporate culture and they always start with the customer’s best interest in mind when developing processes, products or services. But you need to be attentive and listen closely to what your best customers have to say, otherwise they will feel disregarded and will soon be found in your competitor’s nest.

Don't wait until it's too late to develop a business continuity plan

Mar 20, 2015 13:05 GMT The Business Continuity Institute In any business, there are always pressing issues that need immediate attention so it's easy for business owners to let developing a business continuity plan fall to the bottom of to-do lists. However, preparing a plan should be a priority for all business leaders, especially in Canada where extreme weather is known to wreak havoc on business operations.

Competence is most important for managers who want to create confidence

Mar 20, 2015 08:30 GMT Netigate Competence counts most when it comes to assessing the aspects that enhance confidence in your line manager, according to Netigate's Employee Report 2014. It also shows that Swedish managers need to be better at setting clear targets and setting aside time for their employees.

Testing and exercising business continuity plans

Mar 19, 2015 09:50 GMT The Business Continuity Institute A crisis, if not fatal, represents an opportunity to look at a situation with new eyes and perspective, a chance for improvement and change, lessons to be learned next time. A crisis implies a crucial point which calls for an action, to decide how to react and what to do, to force us to look outside the box and actively seek opportunities. It is better to do this before a crisis.

Defining a resiliency strategy early to ensure complete business protection

Mar 18, 2015 15:30 GMT The Business Continuity Institute We are quickly coming to terms with the cloud evolution, realizing that the sense of urgency required to transform existing IT capabilities by leveraging new technologies that exploit automation is key to the overall success of the business. Providing uninterruptible service to the marketplace has not only become our number one priority, but is essential to staying in business.

Why is a 'near miss' always more successful than an exercise in focusing the mind?

Mar 17, 2015 10:00 GMT The Business Continuity Institute Recently I had occasion to be flying into Frankfurt with a well-known airline, the equipment as they say in aircraft parlance seemed very knew, which was a comfort somehow. Gently we approached and the flight attendants were instructed to take their landing positions and dutifully buckled up. I could see the ground approaching and I had heard the landing gear come down.

Exercising builds organisational resilience

Mar 17, 2015 10:00 GMT The Business Continuity Institute Business continuity (BC), as a key discipline within the resilience framework, must articulate this message. Exercising BC plans, viewed from this strategic lens, is an opportunity to gauge resilience. It is fitting therefore that this year’s ​​Business Continuity Awareness Week focuses on the role of exercises in building organisational resilience.

​Why testing and exercising are essential for an effective business continuity programme

Mar 17, 2015 10:00 GMT The Business Continuity Institute It’s a ‘no brainer’! Any type of plan that has not recently been tested and updated is not worth the paper it’s written on. We spend hours building and maintaining our BCM programmes, keeping the plan up to date and relevant, claiming that we are ‘ready’ to respond and ‘capable’ of coping with the impact of expected and unexpected disruptions.