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Successful Cultures Respond To Changing Customer Needs

Posted 9th June 2017 | Category: News

How can organisations ensure that their business strategy is aligned with customer relevance and responsiveness and focused on positive customer outcomes that drive acquisition and retention? An effective organisational culture is becoming recognised as key to a superior customer experience. The Market Responsiveness Index provides a way to measure and manage this.

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Who will benefit from the sharing economy?

Posted 15th February 2017 | Category: Trends

Is the Sharing Economy a rebalancing of life goals for a more equitable society and more enriched lives for the majority or is it the gateway to an even more polarised economy with higher proportions of poor, more State-dependant people and an even more rarefied, rich, resilient elite?

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How to increase the value of your internal workshops

Posted 12th December 2016 | Category: Innovation

Workshops are a key way organisations ensure collaboration and consensus on decision making and implementation. Sometimes these activities can only be entrusted to key internal stakeholders but it’s worth considering the value and support that well qualified external facilitators can bring.

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What’s really behind the Energy Switching agenda?

Posted 12th December 2016 | Category: News

Most of us today feel we have too many things to think about and the Energy Switching agenda gives us yet one more. Powers that Be are frustrated with how stubborn consumers have been not to engage and switch. In the commercial world companies tend to stop and reconsider when they meet this much resistance to a product offering. As marketeers and consultants one of our key skills is to delve into motivations. I’ve read the public information and the motivation behind the Energy Switching agenda never seems to be explained satisfactorily. Read on for a perspective on the motivations in this area.

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Consumers aren’t irrational – We need to reframe our questions

Posted 12th December 2016 | Category: CustomerExperience

Recently I had the privilege of attending a conference by Citizen’s Advice on Behavioural Economics and Utilities Switching Behaviour. The various speakers from industry, academia and regulatory bodies were each expert in their area, well-spoken and undoubtedly well-meaning throughout. However, I was struck by the extent of Groupthink that prevailed in the room.

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Balancing customer effort and engagement

Posted 12th December 2016 | Category: BrandStrategy

In order to attract and hold customer attention in an increasingly fragmented digital world, brand experiences and customer journeys need to be compelling and memorable, as much as they need to be quick and easy.

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USB-C – What? Why? When?

Posted 12th December 2016 | Category: Innovation

Amongst the gazzillions of junk emails I like to glimpse before permanently deleting without reading properly each day, one from Belkin caught my eye today. It had the very un-catchy title of “Belkin's new USB-C Resource Center...now open to explore.” My first thought was simply USB-WHATNOW?!

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What happens when Emirates stewardesses invade a football pitch? You get a superb brand execution.

Posted 12th December 2016 | Category: BrandStrategy

I’ve recently seen an excellent video execution of a PR event for Emirates. The brilliant tongue in cheek creative idea springs an unexpected surprise in which challenges are pre-conceived stereotypes to create a powerful brand message.

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Is constant monitoring bad for your company health

Posted 12th December 2016 | Category: Trends

Constant monitoring and real time response is a mantra that is being repeated everywhere as a best practice in business. However, that may not be what your customers are really looking for. Is there a danger of micromanagement leading to a myopia that misses the bigger picture?

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HCM – Optimising employee engagement Part 1

Posted 19th April 2016 | Category: CustomerExperience

Organisational culture is increasingly a recognised as competitive differentiator for leading companies. Yet in the current business climate, leaders are often forced to find ways to balance investment in talent, motivation and employee engagement against the pressure to ruthlessly prioritise initiatives and reduce costs.

Affordances and Rituals can shape the working environment in ways that make us love our job, creating a productive workplace and making our work more meaningful.

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