measurement
Brand
Research
Systems
Consult

Measure For Success

Services

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 views really changed that much?

Continue reading

Trends for 2018 and Beyond

Services

Being a researcher gives me a unique insight into the trends, behaviours and possibilities which are coming and will affect all aspects of peoples’ work, lives and organisations. I spent much of last year looking at how large organisations contract and deliver services and it is the insights from the numerous projects The Halo Works   completed in this field which make up these thoughts about the coming trends.

Continue reading

Measuring the Corporate Genome

Services

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

Trust and Confidence, the Rest is all Detail

Services

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?

Continue reading

What would be on your Culture Dashboard?

Services

A culture dashboard is a trendy name for something any organisation, that is keen to understand the effect their behaviour has on their people and users, should think about implementing. It is straightforward to do and will give insights, which will enable the leadership team to understand why things happen rather than just that they “have”.

I think there are just three things to measure for a culture dashboard.  They are:  Trust, Joy and Resilience, here is why. Continue reading

Making Conversation Work

Services

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 operate in a hierarchy starting with, empathy.  In each example the speaker is the person with the “issue” and the listener the person receiving the “issue”.

Continue reading