Blog


Vernier_Caliper
Do you work for an organisation or an enterprise? Chances are that you work for both. Many people use the two words interchangeably because they are almost synonymous with each other. Who could imagine undertaking a sizeable enterprise without some sort of organisation? And yet organisations are not the only […]

Confusing organisation with enterprise


Spontaneous-feedback-tool
Fred Reicheld’s popular Net Promoter (R) Score has been an excellent tool to regain a crucial focus on customer relationships. Its simplicity has garnered top level ‘promotion’ in organisations, and in many cases it has pushed customers to the top of the organisational agenda, to sit alongside profit as a focus […]

Why Advocates are more realistic than Promoters


SCAMPER_Logo
How do you feel when faced with the ‘opportunity’ to be creative? Everybody has the capacity to be creative, and it can be wonderfully fulfilling when it is done right. But the reality for many people is that, once they have got past listing the obvious issues and bitch-points, their […]

Time to SCAMPER



Supportive_Hands
Organisations thrive on relationships. Relationships are the purpose behind organising in the first place. The very existence of organisations is a recognition of the economy and power of people working together in effective relationships; and the competitive edge of organisations is delivered through relationships: innovation, quality, efficiency, speed all depend […]

Re-awakening the spiritual dimension in organisations


Tracking Communication
Do you seek sharper meetings, smarter email, better customer service, self-improving internal systems? Have you calculated how much time and productivity you lose through these things? It is a lot. But a big part of the problem is that most organisations can only guess at the figure. They have no […]

Inspirometer enables smarter communication


Question_Mark_Head
“It is never too late to be what you might have been.”   George Eliot “Living up to your potential.” Sounds like a good thing – right? Getting better at things means that we will become more influential, effective, sought-after, respected; and this means that we will have greater control […]

I am fine as I am, thanks!!!



Coaching
When we first developed the Inspirometer, and shared the idea of capturing feedback from others about our work and how it impacts them, the initial reaction surprised us. We expected a response of ‘Wow, that’s great, how do I get one?’ – and indeed that is what we got from […]

The Dangers of Confusing Feedback with Criticism


Customer-survey-tool
The power of Inspirometers lie in their ability to conduct feedback directly to an individual in real-time. They do this through a series of Tag codes – the random eight characters in the middle of a Tag URL which uniquely and specifically identifies the Tag and its owner within the Inspirometer […]

Using Inspirometers in a CRM system


Question_Mark_Head
The Inspirometer measures one thing – the satisfaction of your customers (internal and external) over time. We have occasionally been asked whether people can remove data from their Inspirometer where the customer has clearly ‘got it wrong’, and we have spent some considerable time pondering this question. On the pros side, it enables […]

Deleting data – is it a good idea?



Faces_row
The value-add that a ‘customer’ receives from an interaction impacts them through a number of factors, both tangible and intangible: The utility of the result The ease with which they can understand it Their confidence that it is correct/accurate Their confidence in the process which generated it How comprehensively their […]

Why do Inspirometers use emoticons?


Dial_Spread_01
Inspirometer dials report a % value below the dial, and this is sometimes a cause of confusion and concern for people. So why do we do it, and what does that % value mean? Why do we do it? Over time, each inspirometer will gather a range of responses of […]

Why assign values (%) to the responses received by Inspirometers?


Pilot_Response_Levels
Inspirometers are now being rolled out to 150 support agents in a well known global IT provider following trials in which the tool raised customer feedback levels from a running average of 1.5-2% to 25% in a period of weeks. The simple single click solution is now an integral part […]

Fifteen-fold improvement in customer feedback response rate