What’s the very best question you can ask your customers?

Why do businesses fail?

Sometimes it’s bad management or poor execution, but more often it’s a simple inability to create a product that people actually want to buy.

And how do you know what people want to buy? You ask them.

Getting customer feedback sounds simple enough, but in practice, getting useful quality feedback from customers can be challenging. I was asked in a recent session I was leading about how to assess customer assessment of  their companies performance.… Read more

To influence, take people on a journey.

I’m working more and more on assisting companies improve their skills of persuasion, inside their organisations.

This is definitely a key skill relevant to leaders at all levels. the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation- is more and more sought after. … Read more

What a CEO needs to know about customers- from touch points to journeys

As a practitioner, manager, and board director, and as a widely read observer, i can say clearly that Companies which create exceptional customer experiences can set themselves apart from their competitors and produce significantly better business results.

The practice of mapping the journey of our customers, is well established, but typically these elements have been treated distinctly- a piece of point of sale, a price, a sponsorship, and while there is typically oversight from a brand perspective to ensure there is fit with the brand, there is often little co-ordination from a customers perspective to ensure these touch points align to create a co-ordinated and self-reinforcing customer journey,

thats why I’d like to discuss moving from discussing elements of a marketing plan to the overall perception of the plan from a customers perspective.… Read more

The 8 most important things a BOD must do.

Ive sat on Boards of Directors (BOD) for the last couple of decades and all to often I’ve seen battles between board members who really would prefer to run the company.

Running the company is the role for Operational Executive staff, not for the Board. So if running the company isn’t was a BOD should do, what is?

Whether you’re a BOD member of a new start up, or a SME, of a multinational, knowing exactly what you are really responsible for is critical to ensuring a successful business.  … Read more

What’s the celery test?

It’s called the celery test, and it was described (memorably, if poorly) by Simon Sinek.

The analogy is this ;  you go to a dinner party and someone says to you, “You know what you need in your business? Oreo cookies. If you’re not implementing Oreo cookies in your business, I’m telling you, you’re leaving money on the table.  The next person you meet tells you: “Rice milk.… Read more