In my world data rocks. Understanding what people are thinking and using that insight to make better decisions is my life's work.
So, this short piece is about how to get the right data and use it well. (more…)
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Chasing, Pacing, Leading – You Choose
Our work is really all about people. We specialise in people because they are the ones who make stuff work or not. There is plenty of material about leadership, all good, but this might not the best position for every person. So this piece is about all of the three positions mentioned in the title.
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Let The Good Guys Run Their Race
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...
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The Three Key Questions to ask Customers
What would it feel like to know what those around us think and feel? We probably wouldn't like everything we found out but would it mean that longer term we could afford to be more honest about our own short comings and get something done about them?
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