Reflections on developing a SenseMaker framework to understand company culture
by Tony Quinlan on Nov 5, 2018 10:32:06 AM
Two examples of SenseMaker triads for exploring company culture
Social cohesion or social coherence? Thoughts on identities in a fractured society
by Tony Quinlan on May 22, 2018 11:58:37 AM
I woke to the radio at 7am. My first thought as they read the news headlines was “I must have misheard that,” then as the slightly-longer version kicked in I realised that I hadn’t. It was 24th June 2016. The day after the UK referendum on staying in Europe. The close vote was “51.89% …
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 …
Masterclass - "a total lifechanger" for internal communications
by Tony Quinlan on Feb 17, 2011 5:09:59 PM
I was talking with a client recently who asked me about the internal comms masterclass where we first met. Ark Group had asked me to run a masterclass that had got some great feedback and he wanted to know when he could send some of his team on a similar one.
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.
The Merger - Some positive feedback, some course adjustments and some signposts on the road ahead
by Tony Quinlan on Jan 26, 2011 7:26:27 PM
Part of my time this year is being spent as an adviser to two organisations that are merging. It makes an interesting example of a merger process. All relevant posts on the process are collected under the Merger tag.
Engagement isn’t a strategy
by Tony Quinlan on Aug 11, 2006 10:21:00 AM
Spare us from this stuff. Please. The Institute of Directors is planning a conference The IoD Leadership Series – Part I: Developing Dynamic ‘People Strategies’: The Foundation of Successful Business