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.
Stalk like an Egyptian
by Tony Quinlan on Mar 7, 2011 8:44:34 PM
I'm head-deep in my dataset of micro-narratives from Egypt today stalking results - I hope to put something up later in the week to show what emerges from all this fabulous data. (For a taster, here are a couple of quick triads from the project:
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 …
Missing the point - rules that confuse
by Tony Quinlan on Mar 1, 2011 10:09:00 AM
In rules-based organisations, there is a real tendency to add new rules to suit new situations and when things are not going according to plan. It's not, however, effective.
Improving sales, employee engagement using stories - the masterclass
by Tony Quinlan on Feb 28, 2011 9:53:00 AM
Following the recent Pfizer case study, we've decided to run another masterclass - this time looking specifically at tools and techniques to apply narrative and storytelling in organisations.
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.
Using stories to increase sales at Pfizer
by Tony Quinlan on Feb 11, 2011 1:04:42 PM
The secret's finally out - this project last year was with Pfizer. This month's Strategic Communications Management magazine features Pfizer Communications Director Nigel Edwards' case study on the overall project.
Qui persuadet persuadores
by Tony Quinlan on Feb 8, 2011 10:57:00 AM
I've just got the December/January issue of Melcrum's Strategic Communications Management (SCM) magazine - presumably because the February/March issue will have a great case study of a project we did last year with a pan-European salesforce to improve revenue and sales on a particular …