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Category Archives: Customer
Takeaways from The Change Management & Organization Design Conference – Toronto

May 4, 2017

This was a good week. We landed our recent op-ed on automation and the next frontier for middle-management in the May issue of The Canadian Business Journal, and had the opportunity to share our customer experiences at The Change Management and Organization Design Conference in Toronto. We were joined by executive and senior leadership interested […]

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The Fly in the Bottle

March 26, 2012

By Tom Myrick, Financial Protection Services Expert Tom Myrick led a bank-owned insurance business to over $1billion in revenue.  He applied his experience as a process owner, product manager, and consumer products marketer.  Most of all, he instilled in a discipline of listening to the customer.   “What is my aim in philosophy? To show […]

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A Marketers Approach to Retention: Part 1

February 13, 2012

By Lorrie Henry – Strategic Marketing and Retention Consultant – led marketing and/or retention efforts at three of the top five national banks after an earlier career path at three leading consumer package goods (CPG) marketing companies. My colleague Lorrie Henry describes herself as someone who provides strategic marketing solutions.  And she does.  Her ability […]

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Learning From Failure

July 22, 2011

By Michael Tatham, President, The Tatham Group.The most fearful event in civil aviation is a mid-air collision. Whether involving a helicopter and small plane  or commercial jets (http://youtu.be/2pKe93ckmXI, they are dramatic and horrifying.) They occur very infrequently, but when they do the Civil Aviation Authority is all over it like CSI on a murder.   The […]

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Talent & Team

July 13, 2011

By Michael Tatham, President, The Tatham Group. During a conversation with Mike Clement, Managing director of Strait Insights, we discussed the topic of talent and team.  There is a new generation of highly capable young leaders moving into prominent senior positions, but are you fast tracking a leadership capability for the present culture or future […]

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Are You Part of the Rework Cover-up?

June 13, 2011

  By Laurie Clarke, COO, The Tatham Group Success!  The Invitational Boot Camp was a hit.  Great session filled with laughter, excitement and hard work.  And, yes, there was evidence of learning.  As one participant said, it’s not what was taught that matters rather what was learned. As a facilitator, my learning never stopped.  Although […]

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Relinquish Control For A Better Experience

January 4, 2010

Nowadays people are used to receiving what they want, when and how they want it.  Our society is borderline obsessed with maintaining control over all aspects of our lives and, in particular, our experiences.  Normally I am all for the customer getting exactly what they are looking for.  But what if the customer doesn’t really […]

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The Cycle of Hell

March 23, 2009

  By Laurie Clarke, Chief Operating Officer, The Tatham Group Ever wonder why? Why some problems keep coming up over and over again?  Each summer I wonder why my city, Toronto, is taken over by construction workers fixing potholes and repaving roads?  Why are those five pounds (okay ten) shed in the summer regained in […]

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Knowing Your Limits…What Do We Really Know?

February 19, 2009

By Doug Powell, Senior Vice President, Wachovia The Customer: Part I of III I enjoy working on my house.  This is a good thing because the person I bought it from (also the person who had it built and, I think, had a direct hand in many of the ‘finishing’ touches) only did about a […]

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