helping you master customer insight leadership

How will you resource your insight team this year?

Continuing our January theme of goals & planning, how will you resource people to do the work? Amidst the merry-go-round of new business objectives, targets & budget allocation that can keep many a leader busy in January, there is the question of who? Who will do the work? Probably accompanied by how many people will there be in my team and do they have the skills & motivation they need? At.. Read More

(Not) Just the ticket for a virtuoso performance

performance

In this post on “A Virtuoso Customer Experience Performance”, our guest blogger Gerry Brown shares insights from his experience at the Royal Albert Hall. Elgar’s iconic Pomp and Circumstance March is one of the high points of the Last Night of the Proms. It celebrates a triumphal end to the Promenade Concerts in London for another year. The dictionary definition for Pomp and Circumstance is “a splendid celebration with ceremony.. Read More

Out and about with Insight Leaders like you

What are others doing? Am I the only one struggling with this problem? Do they know something I don’t?   These are the kind of questions & doubts that can plague today’s leaders. Perhaps especially those working in a less widely understood area like Customer Insight. So, let’s peer behind the curtain and see what some other leaders say… Meeting different Customer Insight leaders is always a great opportunity to.. Read More

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

Global Reviews’ UK Digital Leaders Summit (#UKDLS)

This is a new event in the UK and one I attended yesterday, as a speaker on Behavioural Economics. It’s well worth digital leaders attending in future. Right from the start things boded well as they had chosen a different and engaging venue. Bounce (121 Holborn, London) is the official ‘home of ping-pong’ and is literally the place where the game was invented in 1901. This gave guests the promise.. Read More