#AllRolesCanFlex – 5 tips on being more flexible with your people

My employer actively promotes a flexible approach to work, and I’m proud to work for a company that embracing flexible working.  Whilst some roles have traditionally been considered to have more flexibility (shift workers, those required to work at multiple sites, those working client-side), many have been tied to their desk in stuffy offices –… Continue reading #AllRolesCanFlex – 5 tips on being more flexible with your people

This is how every customer call should start

“Hello there, it’s Amy here.  So how was your dress fitting?” It was like music to my ears, as I sat amongst my team in Bristol.  They deal with a complex insurance product, and customers need a lot of help to wade through the complexity of the policies to find the right product for them. … Continue reading This is how every customer call should start

What does a data scientist have in common with Miss Marple?

Chatting with a colleague recently, I was struggling to explain how to make the most of a data scientist. Working with analysts and actuaries, who are used to manipulating spreadsheets, downloading data and extrapolating trends, it’s not so easy to explain the wondrous skills of data science. I wracked my brains and reflected on the… Continue reading What does a data scientist have in common with Miss Marple?

Valuing customers: Why I deleted my Facebook account

Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica.  The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?

Feckless manager? Here’s what to do about it!

I was chatting with a business acquaintance recently, who expressed frustration at their manager – weak decisions, unclear plans, always caving in to other managers and not supporting his own team – this manager sounded feckless to me.  Feckless?  What sort of antiquated word is that? The origins of the word date back to the… Continue reading Feckless manager? Here’s what to do about it!

Why your product is NOT what the customer wants!

Whilst this post was intended to focus on the motivation of your strongest advocates, your champions, I hope you might first indulge me whilst I have a small rant! For those of us working on innovative solutions to old problems, one of the worst traps to fall into is misunderstanding the purpose of our product… Continue reading Why your product is NOT what the customer wants!