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Project Divorces – Having trouble with your partner?
“Signed, sealed, delivered – I’m yours” sang Stevie Wonder and that suggests the beginning of a beautiful relationship. If only that were true for customer and supplier relationships, whether in...
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A case of English Hospitality?
Our American Partner, Bill Fonvielle, savours some English hospitality, and here was his outpouring……. Just to be clear – this photo is not of Bill himself ! "There is nothing new about bad service....
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The need for something better
For years, companies have had challenges in the implementation of business strategy. There are many reasons why strategy implementation has always been difficult, but one of them is that the...
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The True Meaning of Value
In a conversation with my financial adviser recently I was struck by how she used the word value. In the financial industry, value is commonly used to mean profit. This, of course, is a very narrow...
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Hoping for a top score? Customer Surveys Gone Bad
Customer Surveys Gone Bad by Bill Fonvielle We bought a new car recently. The sales representative was courteous, attentive and reasonably knowledgeable—basically all the things he was supposed...
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Net Promoter Score – Review
What You Should Know About the Net Promoter Score (NPS) - By Bill Fonvielle Recently, we have noticed an increase in requests for inclusion of the NPS by our customer survey clients. Although we...
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Don’t stifle your ability to change!
By Catherine Fennell Sometimes, we just cant help ourselves can we?! In an effort to gather new ideas and make things better or simpler for our organisation and customers, we put in so many...
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Numbers don’t lie….or have you got the wrong customer survey?
By Bill Fonvielle Having been in the data-gathering and number-crunching game for more decades than I care to confess to, I have always been somewhat bemused by the legions of managers who seem to...
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Buyer Beware – Customer Expectations versus Price
Latest Mori study reveals customer loyalty still outweighs price. Consumer buying behaviour is always an interesting reflection of group think in the B2B customer relationship world. Whilst the spend...
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Project Management – the role of relationships
Tales from the Project Frontline: Lessons learned so you don’t have to! By Hatty Richmond I remember a time, back in the old days, when project management was done by project managers whilst the rest...
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Why focus on customer/ supplier relationships?
ONCE UPON A TIME… It used to be that many companies viewed customers as a necessary but sometimes irksome inconvenience. Like vaccinations, you had to have them, but the encounter was often a bit...
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