helping you master customer insight leadership

How to resist sexy analytics software quick fixes

analytics software

Who’s made the mistake of buying apps or sexy analytics software just based on appearance? Go on, own up. I’m sure at one time or other, we have all succumbed to those impulse purchases. It’s the same with book sales. Although it should make no difference to the reading experience, an attractive cover does increase sales. But if that is the way you approach your IT spend, you’re heading for trouble… Read More

Love is in the air, but what can you do differently?

As time ticks down towards the end of February, my thoughts turn once again to our theme of love & relationships. That’s not surprising for me personally, as I’m delighted to share that I’ve just become a grandfather for the second time. Woohoo! My granddaughter, Isabelle (aged 2), now has a baby brother (Jacob). Seeing him for the first time yesterday of course brought out the doting softie in me… Read More

Is variety the spice of your best insights?

Sometimes you just want to mix it up a bit & that’s just what this customer insight ‘variety’ post offers. Not that I’m suggesting our relationships theme this month is being followed here 😉 Rather, I was inspired by a particularly enjoyable episode of the “More or Less” podcast by Tim Harford. In this one, Tim explores a whole range of statistics. From debunking commercially motivated stats in the news, about women taking selfies.. Read More

Do your data scientists want to do good with data?

An interesting trend over recent years is the interest in data being used to do good (data scientists meeting societal needs). Cause Marketing has been with us for a number of years. With firms vying to both communicate their social responsibility progress, and enhance their brand reputation, through meeting a need close to their customers’ hearts. Marketing by the Not-for-profit sector has become more and more sophisticated over the decades, with.. Read More

Your goals for 2016, keeping focussed on value & growth

Thanks to all of you who participated in this year’s annual survey of Customer Insight goals. Looking at the results, the first thing that strikes me is the similarity of results to the ones you chose last year. So, there is definitely a theme of consistency. It seems many of you continue to be prioritising making a measurable commercial difference in your businesses and investing in your own leadership ability. Alongside.. Read More

For Valentine’s Day, think about relationships

So, the romance day of the year is nearly upon us. Valentine’s Day is surely a time when people think about their relationships. Beyond their significant other, though, I wonder if many business leaders spare a thought for their work-related relationships? I ask because of seeing so many companies, over so many years, take a simplistic & at times patronising approach to ‘building relationships‘ with both their customers & their employees… Read More

Now it’s Personal – Just be you, the customers will love it

personal

In the month focusing on relationships, it’s personal service from Gerry Brown. We’d only been in the restaurant about three minutes but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d chosen this restaurant in downtown Vancouver. What came through loud and clear was that these people were authentic in both their attitude and desire to.. Read More