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The joy of "No"

by Tony Quinlan on Mar 3, 2011 10:44:00 AM

I ran an innovation session recently for a client's senior management team that featured an exercise that a lot of people shy away from. There is a great tendency for lots of people to stress positivity - building on ideas, reducing criticism, etc. I can understand that - but it's als …

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Topics: Organisational culture Leadership Tools and techniques Complexity innovation Changing organisations workshops ritual dissent

Customer insight - hearing their stories, their complaints their way

by Tony Quinlan on Feb 15, 2011 3:08:19 PM

Customer insight – hearing their stories, their complaints their way

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.

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Topics: Narrative Complexity Engagement innovation SenseMaker complaints customer satisfaction reputation management customer insight

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