All TopicsNarrativeOrganisational cultureCommunicationsComplexitySenseMakerChanging organisationsCognitive EdgeNarrate newsnarrative researchCognitive scienceTools and techniquesConference referencesRecommendationsdatespecificLeadershipEmployee engagementStorytellingCultureEventsUNDPCynefinhints and tipsinternal communicationsEngagementKnowledgeM&Eculture changecustomer insighttony quinlanBrandingChanging organisationsStoriesChildren of the WorldDave SnowdenCoursesGirlHubMedingeTravelanecdote circlescorporate culturedevelopmentknowledge managementmergermicro-narrativesmonitoring and evaluationpresentationsBRACBratislavaEgyptILONarattive researchRomaUncategorizedVECOcase studycitizen engagementcounter-terrorismcustomer satisfactiondiversitygovernanceimpact measurementinnovationmasterclassmelcrummonitoringnarrateorganisation cultureorganisational storytellingresearchsensemaker case studysensemakingsocial networksspeakerstrategic narrativestrategyworkshops2012 OlympicsAdam CurtisAllders of SuttonAttitudesCASECabinets and the BombCentral LibraryChernobylChristmasDisaster reliefDuncan GreenESRCEmployee surveysEuropean commissionFail-safeFinancial Times anecdote circles SenseMakerFlashForwardFragments of ImpactFuture BackwardsGRUGirl Research UnitHouse of LordsHuffington PostIQPCJordanJoshua Cooper RamoKMKMUK2010Kharian and BoxLFILGCommsLant PritchettLearning From IncidentsLords Speaker lectureMLFMandEMontenegroMosaicNHSODIOTIOwen BarderPRPeter HennessyPfizerProtected AreasRwandaSenseMaker® collector ipad appSerbiaSir Michael QuinlanSlidesSpeakingSuttonTheStoryUK justiceUSS vincennesUnited Nations Development ProgrammeWashington storytellingacquisitionadaptive managementafghanistanaid and developmental-qaedaalgeriaall in the mindanthropologyapplicationsback-storybetter for lesschange communicationschange managementcitizen expertscommunicationcommunications researchcomplaintscomplex adaptive systemscomplex probesconferenceconferencesconspiracy theoriesconsultationcontent managementcorporate valuescounter narrativescounter-insurgencycounter-narrativecreativitycustomer researchderesiewiczdeterrencedissentdownloadseducationemployeeethical auditethicsevaluationfacilitationfast companyfeedback loopsfinancial servicesfinancial timesfour yorkshiremengary kleingeorgiagirl effectgirleffectgiving voiceglobalgivingharnessing complexityimpact evaluationimpact measuresinformation overloadinformatologyinnovative communicationsjohn kayjusticekcukkeynoteleadership recession communicationlearninglibrarieslikert scalelucifer effectmarketingminimum level of failurenarrative capturenarrative sensemaker internal communications engagnatasha mitchellnavigating complexitynew york timesnewsletterobliquityorganisationorganisational developmentorganisational memoryorganisational narrativepatternspilot projectsplacementpolicy-makingpopulation researchpresentationprotocols of the elders of zion.public policypublic relationsqualitative researchquangosrelationsreputation managementresiliencerevengeritual dissentroad signssafe-failsafe-to-fail experimentssales improvementsatisfactionscalingseminarseth godinsocial coherencesocial cohesionsolitudestakeholder understandingstrategic communications managementsuggestion schemessurveyssurvivorship biastargetstbilisithe future backwardstipping pointtraining
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.
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.
- Narrative (100)
- Organisational culture (96)
- Communications (93)
- Complexity (77)
- SenseMaker (77)
- Changing organisations (42)
- Cognitive Edge (37)
- Narrate news (35)
- narrative research (34)
- Cognitive science (25)
- Tools and techniques (25)
- Conference references (24)
- Recommendations (20)
- datespecific (20)
- Leadership (17)
- Employee engagement (16)
- Storytelling (15)
- Culture (13)
- Events (11)
- UNDP (11)
- Cynefin (10)
- hints and tips (10)
- internal communications (8)
- Engagement (7)
- Knowledge (6)
- M&E (6)
- culture change (6)
- customer insight (6)
- tony quinlan (6)
- Branding (5)
- Changing organisations (5)
- Stories (5)
- Children of the World (4)
- Dave Snowden (4)
- Courses (3)
- GirlHub (3)
- Medinge (3)
- Travel (3)
- anecdote circles (3)
- corporate culture (3)
- development (3)
- knowledge management (3)
- merger (3)
- micro-narratives (3)
- monitoring and evaluation (3)
- presentations (3)
- BRAC (2)
- Bratislava (2)
- Egypt (2)
- ILO (2)
- Narattive research (2)
- Roma (2)
- Uncategorized (2)
- VECO (2)
- case study (2)
- citizen engagement (2)
- counter-terrorism (2)
- customer satisfaction (2)
- diversity (2)
- governance (2)
- impact measurement (2)
- innovation (2)
- masterclass (2)
- melcrum (2)
- monitoring (2)
- narrate (2)
- organisation culture (2)
- organisational storytelling (2)
- research (2)
- sensemaker case study (2)
- sensemaking (2)
- social networks (2)
- speaker (2)
- strategic narrative (2)
- strategy (2)
- workshops (2)
- 2012 Olympics (1)
- Adam Curtis (1)
- Allders of Sutton (1)
- Attitudes (1)
- CASE (1)
- Cabinets and the Bomb (1)
- Central Library (1)
- Chernobyl (1)
- Christmas (1)
- Disaster relief (1)
- Duncan Green (1)
- ESRC (1)
- Employee surveys (1)
- European commission (1)
- Fail-safe (1)
- Financial Times anecdote circles SenseMaker (1)
- FlashForward (1)
- Fragments of Impact (1)
- Future Backwards (1)
- GRU (1)
- Girl Research Unit (1)
- House of Lords (1)
- Huffington Post (1)
- IQPC (1)
- Jordan (1)
- Joshua Cooper Ramo (1)
- KM (1)
- KMUK2010 (1)
- Kharian and Box (1)
- LFI (1)
- LGComms (1)
- Lant Pritchett (1)
- Learning From Incidents (1)
- Lords Speaker lecture (1)
- MLF (1)
- MandE (1)
- Montenegro (1)
- Mosaic (1)
- NHS (1)
- ODI (1)
- OTI (1)
- Owen Barder (1)
- PR (1)
- Peter Hennessy (1)
- Pfizer (1)
- Protected Areas (1)
- Rwanda (1)
- SenseMaker® collector ipad app (1)
- Serbia (1)
- Sir Michael Quinlan (1)
- Slides (1)
- Speaking (1)
- Sutton (1)
- TheStory (1)
- UK justice (1)
- USS vincennes (1)
- United Nations Development Programme (1)
- Washington storytelling (1)
- acquisition (1)
- adaptive management (1)
- afghanistan (1)
- aid and development (1)
- al-qaeda (1)
- algeria (1)
- all in the mind (1)
- anthropology (1)
- applications (1)
- back-story (1)
- better for less (1)
- change communications (1)
- change management (1)
- citizen experts (1)
- communication (1)
- communications research (1)
- complaints (1)
- complex adaptive systems (1)
- complex probes (1)
- conference (1)
- conferences (1)
- conspiracy theories (1)
- consultation (1)
- content management (1)
- corporate values (1)
- counter narratives (1)
- counter-insurgency (1)
- counter-narrative (1)
- creativity (1)
- customer research (1)
- deresiewicz (1)
- deterrence (1)
- dissent (1)
- downloads (1)
- education (1)
- employee (1)
- ethical audit (1)
- ethics (1)
- evaluation (1)
- facilitation (1)
- fast company (1)
- feedback loops (1)
- financial services (1)
- financial times (1)
- four yorkshiremen (1)
- gary klein (1)
- georgia (1)
- girl effect (1)
- girleffect (1)
- giving voice (1)
- globalgiving (1)
- harnessing complexity (1)
- impact evaluation (1)
- impact measures (1)
- information overload (1)
- informatology (1)
- innovative communications (1)
- john kay (1)
- justice (1)
- kcuk (1)
- keynote (1)
- leadership recession communication (1)
- learning (1)
- libraries (1)
- likert scale (1)
- lucifer effect (1)
- marketing (1)
- minimum level of failure (1)
- narrative capture (1)
- narrative sensemaker internal communications engag (1)
- natasha mitchell (1)
- navigating complexity (1)
- new york times (1)
- newsletter (1)
- obliquity (1)
- organisation (1)
- organisational development (1)
- organisational memory (1)
- organisational narrative (1)
- patterns (1)
- pilot projects (1)
- placement (1)
- policy-making (1)
- population research (1)
- presentation (1)
- protocols of the elders of zion. (1)
- public policy (1)
- public relations (1)
- qualitative research (1)
- quangos (1)
- relations (1)
- reputation management (1)
- resilience (1)
- revenge (1)
- ritual dissent (1)
- road signs (1)
- safe-fail (1)
- safe-to-fail experiments (1)
- sales improvement (1)
- satisfaction (1)
- scaling (1)
- seminar (1)
- seth godin (1)
- social coherence (1)
- social cohesion (1)
- solitude (1)
- stakeholder understanding (1)
- strategic communications management (1)
- suggestion schemes (1)
- surveys (1)
- survivorship bias (1)
- targets (1)
- tbilisi (1)
- the future backwards (1)
- tipping point (1)
- training (1)
- twitter (1)
- upskilling (1)
- values (1)
- video (1)
- voices (1)
- weak links (1)
- zeno's paradox (1)
- February 2025 (3)
- January 2025 (1)
- November 2024 (1)
- October 2024 (1)
- September 2024 (2)
- March 2020 (1)
- November 2019 (1)
- August 2019 (1)
- May 2019 (2)
- April 2019 (1)
- November 2018 (2)
- May 2018 (2)
- March 2018 (1)
- February 2018 (1)
- December 2017 (1)
- October 2017 (3)
- September 2017 (1)
- July 2017 (1)
- March 2016 (1)
- February 2016 (1)
- January 2016 (1)
- July 2015 (3)
- May 2015 (1)
- March 2015 (2)
- February 2015 (1)
- December 2014 (1)
- November 2014 (1)
- September 2014 (3)
- August 2014 (1)
- July 2014 (2)
- June 2014 (6)
- May 2014 (3)
- April 2014 (3)
- March 2014 (5)
- January 2014 (4)
- December 2013 (2)
- October 2013 (1)
- August 2013 (1)
- June 2013 (1)
- May 2013 (1)
- March 2013 (1)
- January 2013 (2)
- November 2012 (2)
- October 2012 (4)
- September 2012 (3)
- November 2011 (3)
- August 2011 (1)
- July 2011 (1)
- May 2011 (4)
- April 2011 (3)
- March 2011 (4)
- February 2011 (8)
- January 2011 (8)
- December 2010 (2)
- November 2010 (5)
- October 2010 (8)
- September 2010 (5)
- August 2010 (2)
- June 2010 (1)
- April 2010 (2)
- January 2010 (1)
- December 2009 (2)
- November 2009 (3)
- October 2009 (1)
- January 2009 (1)
- July 2008 (4)
- June 2008 (1)
- March 2008 (2)
- January 2008 (3)
- November 2007 (4)
- October 2007 (1)
- September 2007 (1)
- August 2007 (4)
- May 2007 (3)
- March 2007 (1)
- February 2007 (6)
- January 2007 (3)
- November 2006 (8)
- October 2006 (8)
- September 2006 (2)
- August 2006 (5)
- July 2006 (13)