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The Outer Loop is where generic, systematic improvement opportunities get addressed. There are two types of Outer Loop activities: The first are those that can be addressed within a single team or function. For example, if your French customers consistently tell you they do not want service center people to use their first names when […]
Your research process produces feedback that individual employees and teams need to understand and react to. Let’s consider the simplest and most common use of the Inner Loop: ‘episode’ research. A customer has a query of some sort and wants it resolved. Let’s suppose they have filed an insurance claim. An agent in your team […]
What we Do
Weekly or more frequent updates on customer experience and strategy topics.
Training, keynotes and motivational speaking.
Create and run your surveys, just to get you moving, or on an ongoing basis.
Three books on improving customer experience and one containing business cartoons were published in 2017.
Business illustrations for your office walls, events, presentations and other needs.
Statistical analysis of survey results, whether your own or carried out by us on your behalf. Analysis of text answers to survey questions in multiple languages.
What People are Saying
Maurice’s approach to strategy development gives a short list of priorities for any business or geography. We used it successfully while I was MD of HP EMEA and Maurice was part on the EMEA Leadership Team.
I feel honored to be at #3 of the top 15 people to follow in 2017 in my primary area of interest. Fred Reichheld is of course at the top of the list.
A true leader in the application of big data analysis techniques to customer and employee surveys. It has been my pleasure to work with Maurice at HP Autonomy where I was CTO and at HP Software. He made a big difference for our customers.
As our head of Customer Experience for Software, Maurice has implemented a number of strategies that have created measurable positive results for our customers and our business. His commitment to our organization, as well as to our customers, has been remarkable and I know we will continue to feel the benefits of his contributions well in to the future.
Maurice Engineer and strategist
Maurice retired from Hewlett Packard Enterprise where he was Vice-President of Customer Experience for Software.
Before moving to HP Software in 2012, Maurice spent six years as a member of both the overall HP EMEA Leadership Team and the EMEA Enterprise Business Management Team. He implemented HP strategies that cross all businesses and functions, with a special focus improving Enterprise customer experience with HP. Other work included business strategy development for emerging markets, vertical industries, and a variety of transformational initiatives particularly in sales. He led the EDS / HP integration work for the Enterprise Business in Europe the Middle East and Africa
Peter Artist and analyst
After his Bachelor’s degree in Psychology from the National University of Ireland, Peter went on to do his doctorate in Cognitive Psychology at Oxford University. Among the important things he learned was that he needed to paint with his left hand, rather than his right. He combined early work at the Max Planck Institute in Munich with the development of a successful career as an artist. He ultimately left psychology to work in the visual arts full-time, including thirteen years as the editor-in-chief of Ireland’s leading art magazine, Circa.
Customer Strategy Twitter feed
- It is certainly the case that customer / patient satisfaction metrics can have a negative effect on healthcare. I t… twitter.com/i/web/status/1…
1 week ago
- A short article on why I believe LinkedIn groups are doomed, following the latest functionality reductions released… twitter.com/i/web/status/1…
1 week ago
- 72nd Customer Strategy newsletter. This one includes articles on McDonald's and Singapore Airlines customer feedbac… twitter.com/i/web/status/1…
1 month ago
- Time to think about the plural of ‘anecdote’ in new ways linkedin.com/pulse/time-thi…
1 month ago
- @paulellingstad Perhaps oddly, the original saying was actually “The plural of anecdote is data.” Raymond Wolfinger… twitter.com/i/web/status/1…
1 month ago