conversation about maximising value from customer insight

Lessons from Brexit letter, for insight leaders’ influencing

You might be sick of wall-to-wall Brexit coverage on the news, but I think there are lessons to learn from Theresa May’s letter to Donald Tusk. Lessons for analytics leaders needing to influence their senior stakeholders. Both my own experience in that role, and work with our clients, has taught me that analytics leaders need to be able to communicate in more than just impressive Powerpoint decks. Despite the emphasis.. Read More

Securing buy-in for Customer Insight, to overcome under-investment

Already, this autumn, I’ve had opportunity to meet & work with a variety of customer insight leaders. All of them, in different contexts, struggle with the need to secure buy-in to the potential of customer insight for their business. So, hopefully, it will help others to capture some of our thinking & achieve action in response. These insight leaders come from different sectors & are working within businesses with different.. 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