Branding - in the customer's mind, not yours
by Tony Quinlan on Apr 5, 2011 6:46:25 PM
Yesterday's post on understanding how customers see you - and what they value about you - embellishes a conversation I've been having recently with branding experts and internal communicators.
Knowing what your customer values about you
by Tony Quinlan on Apr 4, 2011 12:38:48 PM
Most companies think they know what their customer thinks of them - some through customer surveys, others through feedback. But most have it wrong - because their starting point for looking at what customers say is their own marketing and branding. So the values or marketing propositi …
Business approaches for "complex" problems
by Tony Quinlan on Mar 31, 2011 11:39:00 AM
With Andrew Moore at DAV Management, I've written a piece recently: "New approaches to 'big' problems". Edited with copy of the article, as it's no longer available from DAV Management.
Customer insight - hearing their stories, their complaints their way
by Tony Quinlan on Feb 15, 2011 3:08:19 PM
Customers (or clients or patients or...) are naturally full of stories about services that an organisation offers. And they regularly share them, particularly the stories from which we can find opportunities for improvement - complaint stories or call-centre phone calls.
Story branding - Storytelling in Communications 2
by Tony Quinlan on Dec 1, 2010 6:49:32 PM
The second part of the series I promised on using narrative and storytelling from the slide I showed the LGComms conference earlier this year. (Part 1 was Get the Story Straight).
SenseMaker™ nominated for award
by Tony Quinlan on Nov 29, 2010 9:28:32 AM
Congratulations to Jochum and Masja for the success of their big Philips project. Gathering material around gardens - all to inform lighting decisions. A great example of the need to research around an issue, not directly at the question!