Taking Net Promoter Score℠ as its starting point (asking customers the likelihood they would recommend a service/product to others) Taking the Customer Perspective™ goes further; uncovering the ‘why’ behind the number to trigger pragmatic responses in real-time.

Taking the Customer Perspective is powered by SenseMaker® and draws on the pioneering work of Dave Snowden (introduced in the Harvard Business Review, Nov 2007) revealing what’s really happening in an organisation, why and what can be done about it.

This addresses many of the weaknesses of other customer insight programs: run infrequently due to high cost; overlong questions resulting in low response rates; reliance on expensive experts to interpret data, placing a layer between customer and decision-maker; and providing no bridge between data and action, undermining motivation all round.

The business philosophy here is to take the guesswork out of growth. Taking the place the customer enters your value chain as the starting point, we help discover the clear customer insights that enable you to respond to emerging threats and opportunities in real-time.

Taking the Customer Perspective™

Eliminating Guesswork from Growth*

Introducing SenseMaker®

First deployed by the Singapore Government in its Risk Assessment and Horizon Scanning programme, to detect weak signal emerging threats and opportunities. SenseMaker today is being deployed globally by businesses and other organisations to make sense of complex challenges.

With an online and app-based environment SenseMaker lets key people share those experiences that matter most. And a patented ‘self-tagging’ technology lets those who know the context best, define their meaning - reducing reliance on expert interpretations or black box algorithms.

SenseMaker puts humans firmly at the beginning and end of a process that produces ground-break ing employee and customer research. Crucially, it also helps turn raw data into pragmat ic act ion and suppor ts continuous monitoring of the impact of decisions in real time.

Related Interventions: Strategy for a VUCA World

Powering Innovation Horizon Scanning

Managing Risk

‘We do not have knowledge of a thing until we have grasped its why, that is to say, its cause.’

Aristotle

“Learning the ‘why’ stimulates ‘how’ to respond more effectively”

*Source: The Riot Point http://theriotpoint.com/lab/2015/1/20/gaining-customer-insight-that-is-quick-actionableand-inexpensive

Contact: www.narrativeinsights.com Materials © Narrative Insights. SenseMaker® is © Cognitive Edge.

SenseMaker® deploys apps (and online sites) to support the mass capture of anonymous experiences ‘from the front line.’ Key groups share freely and naturally what they consider important to be heard - revealing what’s really happening.

A patented ‘self-tagging’ methodology lets those who shared the experience (and know the context best) add

layers of hard (quantitative) data to their responses.

SenseMaker creates a ‘Rosetta Stone’ for improved understanding between respondents and leaders. This provides the evidence leaders need to nudge the system forward through pragmatic, verifiable, action.

SenseMaker is a powerful research and decision-support tool and - run continuously - monitors the impact of key decisions in real-time.

Net Promoter Score = 67%

2007-2015 © Cognitive Edge Pte Ltd. Confidential. US Pat. 8,031,201

Contact: www.narrativeinsights.com Materials © Narrative Insights. SenseMaker® is © Cognitive Edge.