helping you master customer insight leadership

The Goal, a story of constraints and balance, for today’s leaders

The Goal

This book review, of “The Goal“, by Eliyahu Goldratt, demonstrates the role of fiction in business. As we continue to focus on books, that will aid your personal development, you might have assumed we would stay on the “Non-Fiction” shelves. However, in this fascinating book review, guest blogger Hanne Sorteberg, introduces us to a novel. It’s good to welcome Hanne back. You may recall her previous posts, on Data Science,.. Read More

Weology part 2 – how to go about changing culture to We

changing culture

Let’s return to Weology and the challenges the author, Peter Aceto, faced in changing culture. It has been great to hear that many of you have found our month focussed on books to be helpful & are reading more. A number of our regular guest bloggers have been joining you, so expect more book review blog posts to extend beyond this month. As Michael Hyatt is fond of saying, “a.. Read More

Agreeing the right goals for you, within performance management

Over a very pleasant bottle of Soave, I was delighted to hear, that my lunch guest, was agreeing the right goals for them this year. It was even better to hear that our past posts, on a system for goal setting & recommended goals, had helped him. But chatting with other leaders across London, over the last couple of days, has reminded me how tricky this can be. Most work.. Read More

Customer Data Quality Reporting, why it matters & how to do it well

Building on the popularity of our recent GDPR posts, here’s more advice on data quality reporting. We’ve seen the importance of data quality to GDPR compliance and your marketing performance. But, as business consultants are fond of saying, you get what you measure. How should that apply to data quality? In my own tenure as a senior leader in large corporations, I’ve seen my fair share of poor, boring & non-existent.. Read More

Just tell me, what does good look like?

Back from holiday, refreshed and ready to go, it’s time to return to our theme of applying customer insight to marketing. So, what does good look like? To provide one perspective on this, I’m pleased to welcome back guest blogger Ben Salmon, co-founder of Crank. As an experienced marketing professional, with a strong analytics background, Ben shares his thoughts on what good digital marketing looks like. With a particular focus on.. Read More

How are you scoring on your Customer Effort?

During our month focussed on research, I’m happy to welcome back guest blogger, Annette Franz, to talk about customer effort. I’ve posted previously on Customer Effort Score (CES), so it’s interesting to hear Annette’s experience and practical applications… There’s been a lot of debate about Customer Effort Score (a metric developed by the Corporate Executive Board’s Customer Contact Council), especially relative to Net Promoter Score, about whether it’s an effective.. Read More