Alison Bond

Is Happiness Something Organisations Should Target?

The Government in the UK started to measure “happiness” several years ago. Many businesses and organisations measure “employee engagement” and customer satisfaction but should they be focussing on something so vague? My years in research and insight...

How to Fix a Broken Relationship Between Client and Contractor

Sometimes a partnership between a contractor and a client is excellent from day one. The price was right for all concerned, the scope of the works required was correctly estimated and each person involved had a desire and the skills for everything to...

Supportive Leadership at Rontec Drives Customer Satisfaction, Business Growth

I judge several customer service awards each year which is always interesting because it gives an insight in to what "good" looks like in the world of service provision. Many use detailed—some might say complicated—programmes of measurement and processes to ensure and/or show...

How to Keep Everyone Focused on the Customer Strategy

I watched someone learning to plough using two shire horses. The horses were very well trained and experienced. The hapless man managing the two horses was a complete novice, but then he had a hallelujah moment. He realised that he was...

Three Key Qualities of Exceptional Leaders

Being a market research consultant means I spend my time questioning ideas and people, writing up findings and sharing insights. This have given me a privileged position of seeing how these findings and insights are understood and used, often at the very highest level...

Taming the Command and Control “Monster” to Deliver Value, not Just Activities

Ten years ago it became clear to me that customer satisfaction measurement wasn't working. I felt like I had been part of the problem. I had written pieces and made speeches quoting lines like "if you can't count it you can't control it" and...

Busy is Not Better: Measure the Benefits That Matter

One of the agreements I had with my husband when we got married twelve years ago was that we were not going to do "busy." What this meant in practice was giving up watching nonsense on TV, not worrying about what we "should" be...

Good Riddance to the Bubble. Now Build a Sustainable Business With This Tried and...

So the bubble has burst. I reckon this is the best news we have had in a very long time. During the last few years, the bubble of false money and false achievement has meant that many things that have been done caused problems...

As Enron Shows, Tying Everything to Profit Is Not the Way to Grow a...

If customers buy benefits, why do most businesses spend so much time measuring transactions? Benefits are the things that are derived from an organization. Transactions are the things that people and organizations do. Benefits might be the ability to drive your car—the benefit derived from…

Have the Customer at the Heart of What You Do and Your Business Will...

An organization goes in the direction of its measures, or at least it tries to. That is why it has measures. So for example, if an organization has a target to make a profit, the people in that part of the organization will shape...

Make Your Organization Sustainable: Align It to the Benefits Customers Want

Wespac, the Australian bank, has introduced a new idea. It is going to make outbound calls to credit card customers who are "exhibiting payment stress issues." The first thought I had when I read about this was that you could have a bit of...

We Don’t Need Another Hero …

I recently had the chance to meet a group of young customer service professionals. They had been selected for their leading-edge skills and deemed to be best in class for their profession. Each had to present credentials, telling us why they were the best...

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