by Andrew Bass | Client and Customer Experience, Collaboration across the organization, Innovation, Use in The Next 10 Minutes
Tapping into customer insights is a hugely underutilized approach in many companies. In my latest newsletter I tell the story of how a potato products company invited consumers into the business, and learned about potential for new products that was invisible to...
by Andrew Bass | Change, Client and Customer Experience, Use in The Next 10 Minutes
On my way home I often have to stop at the same set of traffic lights. The first time I was stuck at those lights, my attention was caught by an unusual sign. It said UTCHE. That confused me momentarily. I thought, “What is UTCHE? – is it a surname in a foreign...
by Andrew Bass | "How To's", Change, Change-&-Persistence, Client and Customer Experience, Limiting Mindsets, Tools
I talk a lot about using the hidden and underestimated resources that businesses have already. By looking at them through the lens of your customer’s perspective, you can often find exciting insights promising dramatic growth. Now exciting insights are nice. But...
by Andrew Bass | Blog, Client and Customer Experience, Culture
In mid-May 2016, I was in Amsterdam with colleagues from around the world. It was shortly before the referendum on the UK’s membership of the European Union. Although we — like the pundits — were expecting a ‘Remain’ vote at this point, they teased me that on my next...
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience
In my April 2017 Newsletter, I said that the way we draw our maps betrays our priorities: Just as empires put their capitals in the centre of the map, businesses often put the company at the centre, rather than the customer – a bad idea. The same week, as one of my...
by Andrew Bass | Blog, Client and Customer Experience, Leadership, Strategy
In this issue, I talk about how the best business-to-consumer companies have raised service expectations so much that if you are in B2B you may need to raise your game, and fast. The good news is that it can be quick, inexpensive and impactful to do so using resources...
