conversation about maximising value from customer insight

How to understand your customers’ mobile mind shift

mobile mind shiftWhen I first received a copy of this book, when it was published in 2014, I didn’t think it would be so relevant. Understanding a ‘mobile mind shift‘ sounded like just a fancy way of presenting advice for e-commerce leaders working on moving to mobile.

Now, having read this engaging work, I can see how relevant it is to all business leaders (including customer insight leaders).

There is much more to think about than you might first imagine. This practical book makes a good case for explaining why you can’t just port your website. It’s also much more involved than just having a dynamic presentation layer, that will adapt to the device (i.e. screen size) being used.

Packed full of findings from Forrester’s Mobile Mind Shift surveys, the structure of the material takes you through the different elements you need to consider.

Starting with understanding the needs/wants & current challenges of your customers (or employees), it helps you see how a different perspective (on what helps) can make all the difference. (more…)

Are you drifting or do you have a plan for your life?

plan for your lifeSummer holidays can be a great opportunity for reflection. Whether you are lying on a beach or enjoying a sightseeing vacation, I wonder if you’ve reflected on a plan for your life?

I’m conscious that can sound a bit worthy, or overly ambitious.

But, consider for a moment, how many important priorities in your business would you seek to achieve without a plan?

Is your life & what you want to achieve with your life actually less important than those business goals?

Given the importance of this topic & the fact that I still find most leaders lack any form of ‘life plan‘, I’m delighted to review a new book to help you create one.

A bestseller already, Living Forward is co-authored by leading influencer Michael Hyatt & coaching expert Daniel Harkavy. (more…)

Do the stories, you tell your business, inspire?

Leaders Guide to StorytellingTen years ago, in 2005, a group of people working in the field of knowledge management across UK & USA, coined the phrase ‘narrative leadership‘.

So was born what might appear another fad in the field of leadership. Plenty of books were written & conferences attended.

But, once the dust had settled, and HBR et al were talking about other topics, positive progress had been made. More CEOs made use of stories to communicate compelling visions. More innovative businesses brought together multidisciplinary teams to share knowledge through storytelling. One of the leading lights of this movement was a consultant called Stephen Denning.

Now a decade on, amidst the buzz about big data, decision science, content marketing & disruption – you don’t hear many people talk about narrative leadership. But a focus on storytelling is reawakening. In the early 2000s I had the pleasure of experiencing a leadership training course that included material from Stephen & was captivated. The concept that humans are innately receptive to the telling of stories as a means of effective communication was self-evident around the world & in so many different cultures. It was also captivating to imagine how the dull world of working in Financial Services could be enlivened by this more holistic style of leadership. (more…)

Do you know which rules to break or laws to follow?

Own photoSome authors and industry experts have real staying power.

Despite how much change happens in that industry, they manage to adapt and stay relevant to their readers/customers.

Such an accolade can surely be made about Don Peppers & Martha Rogers. In that way they live their own message.

I first came across Peppers & Roger’s writing back just before the new millennium.

Their classic “The 1to1 Future“, popularised the term One to One Marketing and helped the revolution in Database Marketing & Analytics. Previously I’ve also made reference to their most comprehensive work, “Managing Customer Relationships“, which should be required reading as a textbook on CRM (which is as relevant as ever even if an unfashionable name). (more…)

18 Minutes a day to revolutionise your Year

18 MinutesTalking with Customer Insight Leaders whilst coaching, training and consulting, I find many if not most struggle with prioritization & time management. Perhaps this is not all that surprising given both the greater demand for insight in many businesses and the breadth of this leadership role.

From chatting to some of you, it sounds like it may also be a reason why you struggle to protect time for leadership development (one of your intended priorities for 2015).

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Building a great Platform for your message

3D-Platform-Cover-For-Product-PageHope you’ve had a relaxing Easter holiday and been enjoying the improved Spring weather (at least here in Wales). During this welcome break, I’ve finished reading a very helpful book on use of social media, “Platform” by Michael Hyatt.

I first came across Michael online, as a prolific blogger and social media voice on intentional leadership. The wider advice he shares on his own blog is worth mentioning here, for the leadership focus of this blog.

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Is your heart aroused at work?

The Heart ArousedThis may sounds like a strange, perhaps slightly dodgy title for this site. Don’t worry, despite the recent focus on Fifty Shades of Grey & another type of arousing fiction, this is actually a book sharing what poetry can teach us about how to survive the workplace.

It’s subtitle is much clearer – “Poetry and the Preservation of the Soul at Work“.

Before that too threatens to put you off reading further, let me explain why I think this is relevant to all readers.

This is not a theoretical book or one for poetry buffs. Rather, through the metaphors & stories used in a number of classic poems/epics, the author explores struggles to which we can all relate. These include finding your own voice in work, the struggle to be authentic, coping with power, retaining creativity and how to maintain motivation when it all feels like dust. (more…)