Guest blogger, Annette Franz, shares 10 all too common mistakes that leaders make with their Voice of Customer (VoC) programs
Responding to the argument against Business Partners in Analytics or Data Science teams. Here I put the argument for such roles & the benefits they bring.
Over many years creating, leading or advising insight teams, I’m often surprised which analytics has the most impact. Often it’s not the most technically complex, nor the one identifying the largest potential profit opportunity, that results in greatest engagement & action. Most ‘bang for your buck‘, more often lies in the ‘right timing’. What I mean, by that phrase, is analytics that was shared at the right time (when that challenge or opportunity is ‘front of.. Read More
Did you have a great Bonfire Night? I hope so. Whilst working in Amsterdam (not the venue to choose when remembering Guy Fawkes), I was reminded how insight analysts & leaders can shine brightly in very different contexts. A mixture of training & facilitation was helping an events business in the Netherlands. What struck me, despite the different country & sector from my UK FS focus, was the similarity of challenges faced by their.. Read More
Do you, or your team, spend sufficient time planning your analysis? When training analysts how to deliver more value, two topics have proved the most popular. One is training in socratic questioning techniques; to get to the real business need. The other is the 9 step approach to customer analysis. As many analysts have “fallen into” this line of work, rather than making a conscious education & career choice, few have.. Read More
Tips for customer insight leaders to increase their influence at top table in their organisation. Four key ideas to build influence & alliances for action.