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Brand

How to make 2019 work for you

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Being a researcher gives privileged access to thinking, ideas and wisdom which each year we piece together to suggest the trends for the coming year. In the last year we have seen some scrappy business and public decisions overshadow the extremely good work being done and 2019 is the year where this good work needs to shine.
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Measuring the Corporate Genome

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I regularly run workshops around designing, refining and understanding measures.  Through these, I meet   organisations which  encompass the whole spectrum;  ranging from those which are strongly values led, they tend to drive a positive culture,  to organisations that are more scattered, trying to meet numerous targets, often with variable success. These differences demonstrate how vital it is that an organisation’s measures are right.

There are two clear equations at play when aligning measures and culture, but it doesn’t matter where an organisation starts from; it’s still straightforward to get to the best end result. Continue reading

Satisfaction, does it really matter?

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Twelve years ago this year, I hung up my customer satisfaction boots and set out to find out the answer to what actually made a difference for customers. I wanted to see if I could find something which would help businesses make better profits and for those not in the profit sector, operate more efficiently.

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