Knowing what your customer values about you

Knowing what your customer values about you

Most companies think they know what their customer thinks of them – some through customer surveys, others through feedback. But most have it wrong – because their starting point for looking at what customers say is their own marketing and branding. So the values or marketing proposition they’ve defined themselves are the values they test […]

Customer insight – hearing their stories, their complaints their way

Customer insight – hearing their stories, their complaints their way

Customers (or clients or patients or…) are naturally full of stories about services that an organisation offers. And they regularly share them, particularly the stories from which we can find opportunities for improvement – complaint stories or call-centre phone calls. These are actually more valuable than most focus groups or questionnaires – they reflect actual […]

References and resources from HEERA conference presentation

References and resources from HEERA conference presentation

For everyone at yesterday’s HEERA conference session, here are the main slides and some of the resources I mentioned: HEERA Conference slides For the basketball video I mentioned. More on Dave Snowden’s Cynefin framework: The Harvard Business Review article on complexity/leadership/decision-making by Dave Snowden Dave’s in-depth article on complexity and its implications, “The new dynamics […]

Engagement isn’t a strategy

Engagement isn’t a strategy

Spare us from this stuff.  Please.  The Institute of Directors is planning a conference The IoD Leadership Series – Part I: Developing Dynamic ‘People Strategies’: The Foundation of Successful Business Studies have shown that highly motivated, engaged staff are more productive, connect with customers better, have a positive effect on the morale within the workplace, […]

Happiness, Happiness…

Happiness, Happiness…

I picked this up from Jack Yan today. The University of Leicester has produced the first World Map of Happiness. It’s a great concept – and clearly one that has a lot of resonance at the moment, following BBC2’s recent series on The Happiness Formula. Personally, I’m a big fan of Bhutan – with its […]