helping you master customer insight leadership

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 be intentionally Happier, a book to help

The sub-title of this book is “Can you learn to be happy?” and this question is explored through a series of short chapters summarising the most popular course at Harvard today. This might seem a strange topic for this blog, but my coaching work with customer insight leaders has taught me the power of Positive Psychology. It is also a short (168 pages) book, fun and very accessible; so a.. 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

6 key attributes of Chief Analytics Officer

In this published slideshow (with associated notes), Rob O’Regan from IT World shares some sensible tips for Analytics leaders with this new job title. Chief Analytics Officer (CAO) appears to have now joined Chief Knowledge Officer and Chief Insight Officer in the pantheon of possible names, for the most senior customer insight leader in a business. 6 key attributes of a chief analytics officer Returning to one of my soapboxes,.. Read More

Do you benefit from the full breadth of Customer Insight?

Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. Does that ring true with your role? In June, I shared a definition of Customer Insight that I find useful: “A non-obvious understanding.. Read More

Leadership coaching for you?

Have you experienced the benefits of coaching? Years ago UK business leaders appeared to just see this as an American business fad (for a culture who have also embraced the benefits of therapists and given us great TV like “In Treatment”). However, over the last decade more & more UK businesses have embraced executive coaching and the academic evidence for efficacy has grown substantially. Even in 2005, 88% of UK.. Read More

Redesigning Customer Experiences from the Outside In

This book has a dull cover and lacks any colour graphics within its pages. So, if you spot it, you might not be enthused. However, persistence is rewarded, as there is much customer experience and customer insight leaders can learn from this book. Written by a couple of leaders at Forrester Research, it provides the reader with an overview of everything to consider in order to improve customer experiences. As anyone who.. Read More