blog
Explaining blips on your radar
Because I was doing a lot of driving this week, I had time to listen to some podcasts and I listened to a recommendation from a reader’s comment published...
Strategic positioning and branding
I have been having a think about the relationship between strategic positioning and branding - of course helped by reading material written by minds...
Why your customers lie
We can ask them, we can send them feedback forms and number scoring to rate us on. But there is a problem that customers won’t tell you the truth.
I’m...
Experiential aims and values
Value creation is a term I am using to describe when, where, how, why and by whom, value is created during the creation and consumption of a product...
About empathy
It was found that empathy is one of the five ways that customers evaluate service quality so it is a significant contributor.
So what is empathy?
As...
Organisational alignment and infectiousness
Some research I undertook produced an interesting discovery. I had interviewed 10 of an organisation’s staff and customers during the covid lockdown...
UNKNOWN UNKNOWNS
The unknown unknowns – part 1.
We don’t know what we don’t know. So we don’t know what questions to ask. The customer asks how should I use this?...