Agility, speed, stability and more

Agility is an enigma to some organisations, often seen as speedy reaction, not a strategic discipline or a distinctive predictive capability – looks like it’s time to change that? We live in a world of unprecedented change, disruption where the linear, predictable economic, political and social systems we’ve become used to no longer exist. Against […]

Empty brands:

What happens when your brand has no social, ethical or environmental foundations? Do brands that are simply economic or perhaps more superficial enjoy long term success? Answer: yes. At least they did.   Focus on real values As marketing, brand building and public relations become more sophisticated there are always opportunities to promote style over content, […]

Smarter customer experiences

Surely customer experience is about building trust longer term, a more fulfilling value exchange, not just a series of sales transactions enabled by smart digital technologies.                       As digital and social become pervasive we will not need to talk about them as separate strategies, channels […]

When organisations forget about customers

Think customer – the obvious Most people in the ‘front line’ of organisations think customer, perhaps the immediacy of face to face or direct contact makes for a better, personal connection. There’s nothing more immediate, relevant or real than talking to customers, ‘feeling’ what they say, ‘getting it’, so why do organisations tend to forget this? Why […]

6 steps to show you know what customers want

Six steps to show you know It’s surprising sometimes just how little or perhaps irregularly we test our assumptions about what we think we know or don’t know about our customers. And, it’s sometimes worthwhile just to step back and apply a few simple tests to see if we’re clear about what we do or […]