helping you master customer insight leadership

Why it is still worth you being provoked, by Re-Imagine

Continuing our monthly theme, of book recommendations, here’s a short review to tempt you to Re-Imagine.

Having mentioned, to our regular guest bloggers, that I was focussing on books this month – Tony Boobier suggested this one. Having heard Tom Peters live a couple of times, I can attest to him having a Marmite style. He certainly has shaken up some stuffy corporate group-think, and rightly challenged some urban myths. (more…)

Audio interviews, with Customer Insight Leaders: Norma Dove-Edwin

audio interviews

Today, we are launching a new feature for this blog, audio interviews with Customer Insight Leaders.

I am delighted, to kick-off this new addition, with the help of Norma Dove-Edwin. She is the CDIO (more about that title in our interview) of Places for People Group.

In this interview we discuss job titles, the role of a CDO (or CDIO), GDPR and her experience of achieving compliance. Following on from our series of blog content & GDPR related resources, I’m sure you will find this interview a useful real-world example of where to focus. (more…)

When a Customer Wins, Nobody Loses… no, honestly

customer wins

Continuing our month focussed on book recommendations, let me share one about how the Customer Wins.

These topics are not disconnected from last month’s GDPR topic. As we’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers.

But, more widely, all is still not well in the CX garden. Despite what feels like a lifetime of various Customer Experience events, books & consultants – all too often we still experience bad service. (more…)

7 Habits, that are still as relevant, for today’s Highly Effective Leaders

7 habits

One of the few Leadership books that I have come back to time & time again, is “The 7 habits of Highly Effective People“.

Perhaps, alongside classics from writers like Dale Carnegie or Peter Drucker, this book by the late Stephen Covey, is one you’ve heard of. It might have been mentioned to you, from time to time, over many years.

Did you intend to read it once, but have never gotten around to it? Well, if so, let me encourage you, that it is still very relevant. As with all books truly worth the honorific of being “a classic“, it outlines timeless principles, that still work in business life today. In fact, perhaps even more so. (more…)

View from the top on GDPR impact: Chief Privacy Officers

Chief Privacy Officers

As we have now all survived #GDPRday, I thought it might be interesting to hear the views of Chief Privacy Officers.

This post is intended as the first of a few, sharing interviews with senior leadership roles. Those roles with greatest responsibility for GDPR & involvement in continued work to achieve full compliance.

To start, as we make our way around the pantheon of today’s C-Suite roles, let’s start with the one most aligned with GDPR. Beyond just creating DPOs, as required of some organisations, a number of businesses have chosen to create the job title Chief Privacy Officer (CPO). (more…)

Business lessons, from GDPR, as just another external change

business lessons

With so much focus on the detail of GDPR, let’s take some time to look at the business lessons from this external change.

Whatever the size of your business, the world around you changes & you need to be able to adapt. Regulation is just one of those key drivers of external change.

So, to help us reflect on the business lessons from preparing for GDPR, I’m delighted to welcome back guest blogger William Buist. William mentors & advises business leaders, helping them get greater clarity. So, he is well placed to lead us through this business focussed review. (more…)

GDPR impacts: 7 Questions to Ask Your research panel provider

panel provider

How does GDPR impact your use of a research panel provider?

Last month, we shared various posts related to market research. Balancing our content focussed on data & analytics, with tips & resources for research leaders.

This month, with May 25th deadline looming, we have focussed on GDPR. So, I’m glad to have a guest post to share, that covers both those themes. Guest blogger Johnny Caldwell (and his team from Netquest) returns with a focus on GDPR impact, on your use of a panel provider. (more…)