Thin Thinking – One Words Business Strategy – Emotion

Customers & Colleagues Are People It’s great to see all the activity on this subject – not least as it gives me a prod to share one of my ‘Models I keep coming back to’ I actually created draft one of this 20 years ago, to explain the core role of Marketing to a group of … Continue reading →

Contact Center Challenges Due To Changes in Customer Behaviour

We are Transitioning from one state to another …  As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are they just getting harder? Having ran some of the … Continue reading →

If You Want The Truth – Ask The Question 3 Times

We are surprisingly simple – Which makes us really complicated I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always starts with a question, but do we really understand how complicated it is to ask the right questions? I thought I’d … Continue reading →

2+2 = 5 Bad Maths or The Way Forward?

Why Customer Experience Has The Power To Affect Change I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stuff’ out. But every so often it feels good to go back and kick the coals over and … Continue reading →

Which Comes First – Activity or Change

Getting anything right takes time So we like principles like Malcolm Gladwell’s The Tipping Point because it resonates with us. The feeling that nothing worth having comes easily, and even the most gifted have to work hard (10 years) to get a top quartile result. It just makes sense….. does it not? Now that leads … Continue reading →

People Powered Change

The shift from outside…. To inside. Now those who read this blog will know a recurring theme is the need to dress old ideas up as new ones, with the skill being in spotting which one of these ideas ‘time’ – usually based on something that started out in Kotler On Marketing – has come … Continue reading →

One Constant… Lots Of Variety

So we are a year old. What have we learned? We set up Custerian because we want to help business’s be more successful. Perhaps its an age thing, but you do get to a point in life where you appreciate phrases like ‘Giving Back’ or ‘Paying Forward’ more, so this altruistic outlook, making other’s successful, … Continue reading →

Agile – To Be Or Not To Be

We Love Agile Because… It’s helping to open people to the idea that the process is not more important than the outcome.. But We Are Nervous Because… It’s in danger of becoming a process that’s more important than the outcome.. OK, So Let’s Explore That Contradiction A Bit… There are a lot of great things … Continue reading →

The Cost of Not Improving Customer Experiences

The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences.  One, is where squeezing every last penny out of a customer costs so much more in the long-term and two, how the sources of dissatisfaction are … Continue reading →

Get Tw’rking – Maybe more business should get Tw’rking

Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving people the freedom to work from home. So will we really see more UK tw’rking! … Continue reading →