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?

Why managers need to step up (and what happens when they don’t)!

A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate.  Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut.  It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!

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?

Why a CX strategy doesn’t guarantee revenue growth & retention

A while ago, I was engaged in a conversation with a colleague. As always, I was evangelising the customer’s position, challenging current convention. We’d been discussing a marketing campaign that had been targeting a certain demographic, attempting to drive the email recipients to put money into savings accounts to build for their future. At a… Continue reading Why a CX strategy doesn’t guarantee revenue growth & retention

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!

3 phases of a Voice of the Customer programme

Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme