helping you master customer insight leadership

Will you die in the next 5 years?

Once in a while, a piece of public research captures the imagination, resulting in  positive interest and social media buzz. Such is the case with the UK Longevity Explorer created by a Swedish team at Ubble. Knowing how to the engage the press, the results of their research are also nicknamed the “death test“. Having previously shared on the dangers of public research, it is pleasing to have a positive &.. Read More

How to get back to Customer Centric as the point

After so much media attention to the terms Big Data, Predictive Analytics and Data Scientist, I’m pleased to see that attention is returning to topics like being “Customer Centric“. Without cultural change within most organisations, ever more sophisticated use of data & analytics will just make them more efficient at irritating the customer rather than actually improving those vital relationships. Despite the fact that Big Data still dominates Google searches….. Read More

Your Barriers to maximising the value of your Customer Insight

Interestingly, the interim results from our recent  poll on barriers to realising value, are revealing that there isn’t one most common barrier to maximising the value of your customer insight. Instead, your votes have identified 7 equally likely barriers. Perhaps it really is, as Proverbs puts it, “the little foxes who spoil the vineyard”. They say a problem shared is a problem halved, so hopefully it helps you to understand the.. Read More

How to create a culture of action

Whilst debating the relative merits of different metrics, I’ve been reminded of the importance of a culture of action within teams. That debate was sparked by my recent post, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. don’t waste time arguing over metrics). Ironically this then prompted comments debating the relative merits of NPS, CES or CSat as metrics. But it’s always.. Read More