helping you master customer insight leadership

How to start creating the Customer Insight Strategy you need

Customer Insight Strategy

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. At least, that’s my experience. In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business. This is unfortunate, as most CEOs would acknowledge the critical importance of their business understanding,.. Read More

How to play to your strengths this year

This book is more of a resource toolkit than a narrative read, but it is one that I’ve found useful for my own development & when coaching clients. It’s a book for which you’ll want your own copy, not just because you want to make notes & complete the cover with your top 5 strengths, but also because each book has a unique code for you to use to complete.. Read More

What is coaching & should it matter to you?

Last night I was reflecting with some fellow executive coaches (at an Association for Coaching, AfC, co-coaching forum) on some of the difficulties this emerging profession still faces. One of those is the lack of clarity in the minds of clients, and sadly some coaches too. So, what is coaching? The amount of money being spent promoting superficial life coaching or NLP remedies can easily muddy the water & leave this.. Read More

3 tips for maximising the impact of your Data Management team

Data team

This is the last in our series of 3 top tips for each of the technical teams that make up a fully effective Customer Insight department. I’ve already shared tips for database marketing, research and analytics teams. Now, last but definitely not least, your data management team. As I have written for Customer Experience Magazine, there is a danger that the new generation of more senior customer insight leaders neglect.. Read More

3 tips for maximising your Analytics team

Following on from tips for your research and database marketing teams, this week we turn our attention to the 3rd quadrant of customer insight, your analytics team. Given the emphasis of advertising & events for this community, it’s tempting to focus on technical skills. So much social media airtime is given over to new software, coding skills or data solutions, you would think that was all that was needed for effective.. Read More