Blogs & News

The Two Hour Gift

Posted: Nov 17, 2017

As a company started to unleash their Christmas campaigns, there was something troubling the CMO. Namely how could they compete if they couldn’t test and execute new marketing ideas?  Two hours was what they thought it would take to determine a plan that would get ideas off the white board and into action.  So why hadn’t it happened before? The CMO had breadth of ideas but not the depth of knowledge, and the team was in a similar position.  So what did I do? I offered two hours of my time with them, and their senior team, to pick through the ideas, identifying the blind spots and establishing a plan – including a review of the skills, cash and resource it would take.  Of course this required the use of my favourite tool, the whiteboard.

HR Directors need to rethink organisational design if they are to help marketing teams lead on innovation

Posted: Nov 08, 2017

HR directors are supporting an extraordinary amount of change at the moment. From finding people with the right business acumen for business transformation projects, through improving digital skills, to regulatory training demands, they have their work cut out.  Steve Collins, our Commercial Director, makes the case for a hybrid model which makes room for innovation without hurting business as usual.

CVM - Beginning with the snail trail

Posted: Sep 01, 2017

Snails?

Clearly customers aren’t snails, but if you are new to this area bear with me.

I’ve spent all my career amongst multi-billion pound turnover brands in Consumer Services. For this sector, customer data and communication channels combined into Customer Value Management (CVM) can make a massive contribution to the P&L. It’s by no means the only sector where CVM is relevant, but it has certainly been a great schooling.

NPS: The one-eyed king in the land of the blind?

Posted: Jul 10, 2017

This week's blog post is guest authored by one of our associated consultants, Jeroen Visser.  Jeroen helps companies understand CX and implement pragmatic Customer Experience improvements resulting in increased customer satisfaction, increased revenue and lower cost.   

Here he describes how NPS alone is an insufficient measure of Customer Experience yet leads the way in the world of CX novices. It’s the one-eyed king in the land of the blind.

The Robots are coming, look busy!

Posted: Jun 15, 2017

Hello and welcome to the first in a series of (irregular) posts by me, in which I'll be discussing data, artificial intelligence, ethics, and the future; this is because I'm a man with a lot to say, a well of enlightened thinking, and it is my duty to share this insight with you all. Definitely not because I was asked last minute to create a blog post. Not at all.

So here we are. For this introductory instalment, I thought I'd take you on a journey into the future, to a distant and alien world, a world run by robots, the year... 2027!

Choosing the Right Campaign Management Tool

Posted: Jun 01, 2017

The benefit of living in the digital age is the ability for technology to evolve at the speed (in some instances ahead) of the market and in line with changing customer demand. This presents companies with a luxury of choice that can, if not managed properly, rapidly turn into a burden.

A Question of Trust – How to Get the Most Out of Your Consulting Engagement

Posted: May 18, 2017

Engaging Consultants. It can be a real mine-field. You need the expertise, and you’ve got the budget – but with so many firms promising they can deliver, how do you know which one is right? You’re going to be spending a fair amount of money, and you need to be certain that you’re going to come out the other end with all your deliverables well delivered, (and if a few processes get tightened along the way then great).

The Art of Customer Value Management

Posted: Jan 31, 2017

We are taught, from a young age, to choose our words carefully.  To use language appropriate to the person we’re addressing and the setting in which it takes place.  We are born with the tools we need to communicate, and through trial and error (and the occasional telling off) we hopefully learn to get it right.