helping you master customer insight leadership

Avoiding wrong statistics, measure what matters to customers (part 2)

matters to customers

This is part 2 of Gerry Brown’s series on baseball, I mean why you need to measure what matters to customers. As we heard in part 1, it is all too easy to go with crowd and just measure what others businesses value (you can decide if that’s NPS). Gerry’s advice builds on our month of advice about applying analytics. Annette Franz shared why predictive analytics matters for CX leaders… Read More

Lies, damn lies & the wrong statistics, measuring what matters, part 1

wrong statistics

Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure. So, on this topic I am delighted to welcome back guest blogger Gerry Brown. He has extensive hands on.. Read More

How to acquire customers? Burning media cash isn’t the answer!

to acquire customers

Continuing our theme of applying analytics, following Annette’s focus on CX, what about how to acquire customers? After Customer Experience (CX), Marketing is perhaps the most popular business area for applying analytics. However, as we have shared before, measuring the effectiveness of your marketing has become more complex. So, how should analytics or insight leaders help Marketing teams to acquire new customers? Well, to help us explore that topic, I.. Read More

How to determine the right metrics for innovation, using 5 questions

right metrics for innovation

Continuing our conversation about lessons learnt by leaders, here is one about choosing the right metrics for innovation. It was good to recently reconnect with past guest blogger, Paul Carroll. As you may recall he runs the very useful hub called Insurance Thought Leadership. Anyway, I mentioned to him our recent theme on this blog. Our focus on lessons leaders have learned from experience. Paul suggested this guest blog post.. Read More

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