… unless you are prepared to do something with the answer! The problem with asking for feedback – whether by survey, focus group or some other method – is that once you ask, you can’t un-ask (just like you can’t Read More
Insights and resources
The Blog Collection
by Andrew Bass | Blog, Client and Customer Experience, Podcast Series: The Performance Podcast, Strategy
Experts in every sector have the tendency to push the ‘best’ solution onto clients. As a consequence, they often end up working hard to nearly-but-not-quite satisfy them. They also tend to converge on the same technical solutions, so failing to differentiate themselves. Read More
by Andrew Bass | "How To's", Blog, Getting Buy-in, Innovation, Process Visuals and Tools, Tools, Visuals
I created this visual for a professional service firm that was toying with some innovative approaches to winning business (both new and repeat). I say ‘toying with’ because they weren’t actually taking serious action, they were just talking in circles. Read More
by Andrew Bass | Blog, Client and Customer Experience, Podcast Series: The Performance Podcast, Value Building
What can a High St optician, an old Disney cartoon and the Duke of Edinburgh teach us about creating the kind of remarkable customer experience that leads to stand-out results? Read More
by Andrew Bass | Aligning Behaviour with Strategy, Blog, From Strategy to Action, Managing Uncertainty
Andrew Bass’s Pragmatics Newsletter May 2014 Practical techniques and thought-provoking ideas Main article takes under 4 minutes to read. Subscribe at www.bassclusker.com/newsletter: https://staging.bassclusker.com//newsletter There’s a wry piece of medical humour to the effect that “The operation was a success, Read More