Research

Making Work Work

Posted on 31st January 202027th May 2020 by Trevor

To kick off a new decade we asked our youngest team member to write about what he thinks is needed for work to be meaningful and worthwhile for his generation. So this is written by Peter Millard, who is 19 and studying History at UCL and provides IT, social media and linguistic skills to Halo. (more…)
Read More

Twenty Five Years

Posted on 10th October 201927th May 2020 by Trevor

Running a research business has allowed us to be given privileged access inside numerous organisations to look at how they work, where they can improve and to see what really works. (more…)
Read More

How to make 2019 work for you

Posted on 11th January 201911th October 2019 by Trevor

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. (more…)
Read More

Measure For Success

Posted on 4th May 2018 by Trevor

I remember a conversation I had with a senior manager in the company I was working at in the early 1990’s who was clear that as we had the word ‘service’ in our department title, we were the only people in the business who should be talking to customers. How someone can separate their role and the work they do from delivering service may be difficult to comprehend nowadays, but have these vie...
Read More

Trust and Confidence, the Rest is all Detail

Posted on 4th April 20176th April 2017 by Trevor

When we thought customer satisfaction or net promoter (likelihood to recommend) were the most important scores, life was simple, and often this was all that is asked. However, we have found that neither of these measures actually drives better service or greater profit or efficiency. We know it is trust and confidence which do, so how do we measure these? (more…)
Read More

Top Trends for 2017

Posted on 11th January 2017 by Trevor

Last year, saw a backlash against establishment in two key elections. Looking at the findings we have had over the last couple of years this was not surprising but how is this feeling likely to play out in the next few years? (more…)
Read More

Making Conversation Work

Posted on 13th April 2016 by Trevor

At Halo we specialise in why people do what they do, which means that for the last twenty five years I have studied the effect on people of hundreds of different scenarios, communication methods and services of every description. Conversations drive how people feel and therefore what they do and I have seen how four different emotions in conversation affects behaviours. These four emotions o...
Read More

How to Make Happiness a Team Sport

Posted on 23rd September 2015 by Trevor

We have never been exponents of the smiley face versions of questionnaires but we are interested in understanding human emotions and with happiness being a primary emotion, we wanted to investigate how to design that in to organisations. We think we know how and it is easier than one might think. (more…)
Read More

How Do You Measure Humility?

Posted on 3rd July 20153rd July 2015 by Trevor

Whenever I interview really senior people in large organisations I am generally struck by their humility. Indeed the more successful the individual generally the more humility they will have, but how could those behaviours be emulated by everyone? (more…)
Read More

Let The Good Guys Run Their Race

Posted on 18th March 20153rd July 2015 by Craig

I have been investigating services for a very long time and there is something which always prevails, which when you know and truly believe it, you can use to your advantage. That is that good beats bad every time, so why is service often poor? If you have just got off the phone from a call centre or left a service provider feeling annoyed, you might think this cannot be right, the default...
Read More

Top