In an age where everyone seems to be obsessed with Twitter and Facebook it could be considered risky to dismiss social media but that doesn’t seem to bother Robert Craven. Business reporter, Liza-Jane Gillespie, talks with the guru about … [Read more...]
His clients in the news
His clients in the news: Charlie Bigham’s: Live and Let Pie Charterhouse Auctions: Forgotten Chinese Panels found... worth £500,000 (Daily Mail) Nando’s: Celebrities You Might See at Nando’s Tonight (MTV) CoSocius - Best Large … [Read more...]
Hot off the press
Robert has been invited to run a four-day Advanced marketing Masterclass, part of the new DBA programme in Tehran. Mind the Gap research has received excellent reviews (including one attempts to plagiarise its key findings!) … [Read more...]
Unfreezing Declining Businesses
The principles of business growth are pretty straightforward. Find and fine-tune a formula that works, test that it can scale, and scale it. It all looks so simple when you put it on paper but the actual reality is something … [Read more...]
A Very Different Version of Success
When our fast-growth business is on a winning streak, life is great. When things go wrong then it doesn’t feel so great. There’s also another place we can end up. Partly as a result of the stress and partly as a result of a lack of … [Read more...]
I don’t like Customer Service…
"We should celebrate how grumpy we are in the UK!"Jack Whitehall - Live at the Apollo - British/American customer service … [Read more...]
Mind the Gap: Service Delivery Myopia
I have been asked to gather examples of my recent study, 'Mind the Gap'. Certain individuals have seen fit to 'borrow' and misrepresent the findings (text and graphs). Twelve years of polls and surveys (the ‘Mind The Gap’ research, … [Read more...]
Anti-Social Media: a rant
Social Media is not…! Why do they call it social media? It is anything but social. It is anti-social. What social media does can be really damaging to a business. Under the mistaken idea that they are ‘doing business’, … [Read more...]
Mind the Gap – What companies are missing… the service delivery gap
Here is a a copy of highlights of the Mind the Gap research paper. You can download the full pdf here MIND THE GAP What companies are missing and what to do about it Conclusions of 12 years of Service Delivery Gap Polls and Surveys, … [Read more...]