Speaking machine with the PA

So – just had a fabulous conversation with Andrew Ingram, personal assistant to SC, who I am presently talking to about a consulting role. Having agreed with SC about what time I am talking to him, Andrew then emailed me to say that SC was busy at that time, therefore, could I book another time to […]


How to double the size of your business by becoming a true customer led organisation

We recently hosted our Chief Customer Officer Breakfast Autumn Briefing at the Shard. Our keynote speaker was Kerry Prince, Portfolio Director at Reed Exhibitions, who we invited to tell of her experiences transforming a brand within the organisation. Kerry has been tasked with taking one of the core events within the Reed Exhibition portfolio that […]


What is your value proposition?

When I’m working with a new client this is the first question I like to ask: What is your value proposition? The best responses are concise and answer 3 additional questions: Who is your customer? What is their problem? What is being exchanged? It is amazing to see that flash of terror running across their […]


Top 5 Reasons Why Your Innovation Programme is Broken

We all know the story: The board of directors has said, ” We must be more innovative!” And after a lengthy process and all due consideration the company has launched an industry leading “Innovation Programme” But after 6 months: The board is unhappy. The CEO is unhappy. And the CFO is especially unhappy. Your innovation program isn’t […]


Why Is USAA The World’s Most Successful Customer-Led Organisation?

The Radial Organization Different types of business models have over the past been brought forward and adopted by companies as they work towards customer acquisition and retention. Some of these have proved aggressive and worthwhile while others deviated from this and ended up scaring customers away. Over time, however, one specific method seems to constantly […]