Market Echoes is here to connect you to your customer - from every aspect of your business

Whatever your organisation does, it should echo the wants and needs of your customers. Not just your products and services, but also the teams, processes, culture, communication and strategies behind them, and therefore your customer

What makes us different is that everything we do - consultancy, development or training starts and finishes with the customer

Excellence in Business School Teaching, Insights and Recommendations for Faculty, Deans and Directors

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Julian Rawel, Chief Executive, introduces the Market Echoes concept

Time for business schools to practise what they teach? This article appeared ...

Good customer service – what we should all be aiming for. Attracting ...

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I typically write about customer focus and service or university and business ...

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What makes our services different is that we start and finish with your customer. We offer consultancy, development and training services or a combination of all. We can help you in any of the following areas - and more. Just ask us.

Strategic marketing - aligning customer and strategy

The secret to finding your competitive edge lies with your customers. Market Echoes’ approach helps you take a fresh look at your business in terms of customers, competitors and success. We then provide you with insights, expertise and solutions to help you understand what will make the difference. The business world has changed - we will guide you through the evolution in thinking you need to succeed.

Customer driven management…leading to high performing teams

Every manager has a duty to service the customer and help make a profit, but many don’t see the customer as anything to do with their role. We work with managers to help them understand your vision and strategy and empower them with the insights and skills to fully understand and service the needs of the customer. Confident teams are the result of clear direction and appreciative customers.

Excellence in business school teaching

The business degree market is becoming ever more competitive. With ever increasing fees at both undergraduate and postgraduate levels, students are demanding more – more value for money and more relevance to their current leadership or future careers. And with the growing in uence of social media, potential students are searching wider than social rankings. They can find views on everything from business school facilities to pass rates to the quality of teaching in an instant.

Excellence in teaching is now a must have for success. Our e-book, Excellence in Business School Teaching, Insights and Recommendations for Faculty, Deans and Directors and our unique bite sized one hour...

Process innovation which adds value

Too often process innovation is driven by cost-cutting which can quickly lead to customer dissatisfaction. Market Echoes can help you to deliver innovative solutions that ensure your products and services match your vision and, therefore your customers’ expectations. While our focus is to add value to the customer journey, we often find that cost reductions are an inevitable outcome. Just ask yourself, how much can a complaint cost?

Sales that result in win:win

Market Echoes has a different approach to sales - we believe your business should ensure what is sold is actually delivered. Too often sales are budget and deadline driven resulting in one part of the business hitting targets while another is landed with a headache. We work with sales managers and teams to develop winning customer-centric attitudes that align with every part of your business ensuring you always deliver what you promise.

Strategic marketing - aligning customer and strategy The secret to finding your competitive edge lies with your customers. Market Echoes’ revolutionary approach helps you to take a fresh look at where your business is in terms of customers, competitors and success. We then provide you with the insights, expertise and solutions you need to help you understand what will make the difference and how to achieve your business ambitions. The business world has changed and Market Echoes will guide you through the evolution in thinking you need to succeed.

Training & development

Our two or three day workshops help your management team to rethink the business and then develop new real time strategic and marketing plans which are firmly customer-focused and deliver long term competitive success.

Under the programme, your team is driven to develop a new focus on the customer and fully understand how to target your market while also developing the skills they need to strengthen existing client relationships.

The workshop also puts the business under the spotlight, analysing your strengths and weaknesses and then supports the team to develop a clear and connected strategy for sustainable growth.

Key Concepts

Strategic Marketing - the alignment of strategy and customer

Customer Focus and Customer Satisfaction

The importance of Competitive Analysis and Competitive advantage

How to clearly define and reach your market

Strategic marketing Audit - just how good are we?

Developing the customer focused SWOT

Strategic marketing options

The competitive Marketing Mix

Outline budget and performance metrics

Relationship Marketing - customer loyalty and retention

Consultancy

Our strategic marketing consultancy helps identify where your product or service sits in the market and what needs to be done to improve.

Looking at corporate objectives, market trends, competitive differentiation and, importantly, customer orientation, Market Echoes makes sure you get the customerfocused solutions you need to grow and prosper.

Through conversations and data analysis we will help you get to the heart of the strategic marketing issue and then we recommend competitive and achievable strategies for commercial success.

Process innovation which adds value Too often process innovation is driven by cost-cutting which can quickly lead to customer dissatisfaction. Market Echoes can help you to deliver innovative solutions that ensure your products and services match your vision and, therefore your customers’ expectations. While our focus is to add value to the customer journey, we often find that cost reductions are an inevitable outcome. Just ask yourself, how much can a complaint cost?

Training & development

Looking at both improved efficiency and customer Key Concepts focus, this unique simulation training program me encourages management teams to analyse the way they work and then find ways to improve.

By uniting different teams to work on a common goal, these workshops help to increase awareness of the strengths across the business and build confidence in their ability to deliver improvements together.

This workshop will bring to life what and how you need to change in order to radically improve your current ways of working. By inspiring innovative thinking to deliver a step-change in performance, the workshops ensure you can find efficinches while remaining firely focussed on the customer.

The programme is delivered in collaboration with Velresco – the operational performance improvement specialists – through their "Vision Led Change“ simulation.

Key Concepts

Work together to deliver a ‘simulated project’ as a unit - most teams rarely work internally together on something from start to finish

Be reminded about the importance of remaining customer centric

Cross functional team working

Leveraging increased self-awareness of their own/ wider team

Expand their insight and increase confidence in ‘How’ to deliver improvements together via a common goal

Consultancy

Market Echoes will help you to set clear expectations, targets and measures that will ensure everyone across your organization is committed to a single vision of finding new ways of working across process, people and technology - while all remain focused on the end customer.

Our activity will help demonstrate how to trigger innovative thinking to deliver a step-change in performance that might apply into the everyday world of your own organisation to “do things better, do things differently” or even to “do different things”.

By delivering fresh insights and thinking, we will help you to understand your current capabilities, promote innovative thinking among your workforce, identify key issues, set challenging goals and reorganise your structures.

Customer driven management…leading to high performing teams Every manager in a business has a duty to service the customer and help make a profit, but many don’t see the customer as anything to do with their role. We work with managers to help them fully understand your vision and strategy and then empower them with the insights and skills they need to fully understand and service the needs of the customer. Confident teams are the result of clear direction and appreciative customers.

Training & development

Our team building programme typically follows on from our Insight consultancy where issues around customer focused teams might have been identified.

Positive, happy, engaged and appreciated teams work more effectively to deliver exceptional customer service - delivering on the organisational promise. Negative or poorly directed teams deliver the opposite.

Our programme helps your team to understand the company vision and their role within that, how team leadership impacts on the customer and how individual roles and personalities need to be managed to benefit the customer. Crucially, the workshop provides a bespoke toolkit for developing effective, customer-focussed teams.
The course is highly interactive and action-oriented using a combination of action learning, team management models, self analysis and team building activities.

Key Concepts

Company vision, the customer and the team — external, internal, supplier

The roles of teams in the organisation

Understanding team personalities and profiles

How team leadership relates to internal and external customers

Personalities within the team — the positives and barriers to customer focused growth and delivery

Preferred team roles and how they can align to vision and customer satisfaction

Consultancy

Market Echoes’ primary role is to ensure every level of management is focussed on their core purpose - delivering outstanding products and services to customers.

As part of the process, we hold conversations with management, frontline staff, customers and suppliers, to build a comprehensive picture of just how successfully, or otherwise, managers represent the organisation’s customer promise.

By matching these “soft” insights with hard data, we make sense of the challenges you face and, from this, develop clear strategies to fully unleash the potential of your management team and create a culture firmly based on the ultimate purpose of the organisation - serving and keeping its customers.

Sales that result in win:win Market Echoes has a different approach to sales — we believe your business should ensure what is being sold is actually being delivered. Too often sales are budget and deadline driven and that often results in one part of the business hitting its targets while another is landed with a headache. Under this system there is real potential for huge gaps in what the customer expects and gets. We work with sales managers and teams to develop winning customer-centric attitudes and activities that align with every part of your business and ensure you can always deliver what you promise.

Training & development

Our two day workshop — Developing Win:Win Sales — focuses on customers, relationships and effective sales and ensures you have a highly-driven and effective team that fully understands the needs of your clients.

Our programme works on the principle of the virtuous circle. If sales managers understand and appreciate the needs of their customers they are more likely to sell the right products and services to the right customers and so build long term business relationships and sustainable success.

This is a different course where sales is seen as part of overall company delivery, not simply a revenue generator.

Key Concepts

What’s the purpose of the company and where does sales fit?

Customer identification — who do we sell to?

Retention as well as recruitment — sales’ role

Importance of competitor analysis and competitive advantage

Matching customer understanding to customer buying drivers

Conducting a customer sales gap analysis

Closing sales gaps through leveraging buyer drivers

Identifying and developing the skills of the sales team to add value to the customer

Consultancy

The Market Echoes sales consultancy begins by understanding the company’s relationship with customers, the role of sales within the business and, crucially, your ambitions and growth potential, and whether your current systems and sales team can deliver on this.

We then deliver practical solutions to ensure sales “flow” through the business seamlessly and customer relationships are enhanced while everyone benefits from the all important win:win.

Market Echoes will also identify skills gaps or recruitment needs and develop the training programmes you need to fulfil your ambitions.

Excellence in business school teaching

The business degree market is becoming ever more competitive. With ever increasing fees at both undergraduate and postgraduate levels, students are demanding more – more value for money and more relevance to their current or future careers. And with the growing influence of social media, potential students are searching wider than official rankings. They can find views on everything from business school facilities to pass rates to the quality of teaching in an instant.

Excellence in teaching is now a must have for success. Our e-book, Excellence in Business School Teaching, Insights and Recommendations for Faculty, Deans and Directors and our unique bite sized one hour workshops will support schools – showing how all faculty can become effective and inspiring teachers.

Training & development

We are passionate about helping faculty to deliver the very best business school teaching every time. Teaching which educates, informs, inspires and develops ultimate best business practice. And importantly, results in motivated students and competitively strong business schools.

Our "bite size" one hour workshops cover the whole spectrum of business school (and indeed university) teaching and get to the heart of best practice teaching — fast.

Attending is not a badge of failure but a recognition that there is always the opportunity to do something differently, do something better.

Instead of time consuming full day training sessions we'll come to a business school for one day and deliver up to eight one hour workshops. Faculty can attend one, two or more whatever they'll find most useful. And they'll leave each one with practical, actionable and inspirational ideas to help develop their teaching

Who will benefit?

Early years faculty - will learn some key teaching tips — from experienced academics who have spent many years perfecting their skills.

Faculty teaching new groups - our workshops will help faculty interested in or about to start teaching new groups. For example from UG to MSc, MSc to MBA, classroom to on line, domestic to international.

Experienced faculty - a key principles refresher can benefit even the most experienced faculty. There's always something new to learn or core principles with which to reacquaint.

Associate faculty - an opportunity to show your commitment to associate faculty in a very cost effective way.

We can deliver up to 8 of our one hour workshops in one day

1 The guide to best practice teaching

Our top ten tips.

One hour on the 10 most important skills for business school teaching.

2 Undergraduate - year 1

Managing a big class, one made up of students straight out of school where teaching, not research, is the key deliverable. How do you take control, encourage interest and develop real interaction and participation?

3 Undergraduate - final year

Classes might be smaller but expectations will be higher (or perhaps lower!). Many students will have returned from a year in industry with their newly found work ethic, others will be in a more traditional student mode. All will be thinking about the future. So inspiration in this final year is essential, as is depth as students start to specialise. Keeping students engaged is the answer – otherwise they’ll be physically in the lecture space but mentally elsewhere.

4 Pre-experience Master’s

For many business schools the “cash cow” degrees with real geographic diversity. Many classes will be big with diverse experience of UG learning. So for the teacher, it’s about presenting in real PG mode but being sensitive to the varying needs of the class.

5 MBA (Ft/Executive)

The most demanding business school students. They pay premium prices and expect premium teaching. Teaching is not just about knowledge generation, it’s about new knowledge generation and its application.

6 Distance Learning

Increasingly important, not only for full DL but also for blended learning degrees. Teaching through DL is very different to teaching in the classroom. But students still expect quality, interest and inspiration. If they don’t get it they (at best) complain, at worst sign in but not sign on!

7 Teaching international audiences at home and in other countries

Faculty are increasingly expected to teach international classes, at home or abroad in owned or partner business schools. This reflects the global nature of business but requires a different teaching skills set and a real appreciation of cultural differences. Keeping international students engaged might require a very different mindset.

8 Using blogging to keep (and be seen to be) up to date

Students respect faculty who are truly in touch with the world outside the classroom. Blogging is a way of achieving this, quickly, regularly and accessibly. Up to date blogs provide current examples and encourage discussion – perfect for the classroom.

9 Executive Education - teaching outside the comfort zone

Many organizations, public, private and third sectors, send their managers to business schools for short courses – open or customized. They want their managers (and directors) to benefit from university quality education, but without university type assessment. This requires teaching outside the academic comfort zone as success is 100% classroom based, faculty might need to adapt content based on the mood/need of the class and there’s no fallback of assessment preparation.

Download our free e-book

Excellence in business school teaching is now a must have for success. Drawing on contemporary research, contributions from experts and our own decades of business school teaching experience, this e-book will provide faculty with the tools needed to deliver excellent teaching – every time.

Our team of consultants are experts in their field, business owners themselves and focused on the position of the customer - at the heart of every business decision.

Julian Rawel - Chief Executive/ Strategic marketing

Market Echoes was set up by
Julian Rawel, a marketing professional
with a track record of customer focused entrepreneurship,
management, marketing and education.

He helped take Eurocamp from start-up business to stock market listed
multi-national, establishing Eurocamp's reputation for customer service and
satisfaction and regularly winning national travel awards.

As marketing director for the Royal Armouries Museum, Britain's biggest post war
museum development, Julian was responsible for creating the customer focus and
service in the museum which attracted national and international visitors.

He has worked with universities since 2000, as a lecturer — twice winning the
Distinguished Teaching Award at TiasNimbas Business School (Netherlands)
— and as director of executive education at Bradford University School of Management
— one of Europe's top business schools.

Julian continues as an in demand international lecturer and mentor and, of course,
as Chief Executive of Market Echoes where his speciality service is Strategic
Marketing and his passion is to help organisations profit from a genuine focus
on the customer.

Julian has a degree in Geography from Leicester University, an
MSc in Tourism Management from Manchester Metropolitan
University and is a Fellow of the Chartered Institute of
Marketing and a Chartered Marketer.

Market Echoes was set up by Julian Rawel, a marketing professional with a track record of customer focused entrepreneurship, management, marketing and education. He helped take Eurocamp from start-up business to stock market listed multi-national, establishing Eurocamp's reputation for customer service and satisfaction and regularly winning national travel awards. As marketing director for the Royal Armouries Museum, Britain's biggest post war museum development, Julian was responsible for creating the customer focus and service in the museum which attracted national and international visitors. He has worked with universities since 2000, as a lecturer — twice winning the Distinguished Teaching Award at TiasNimbas Business School (Netherlands) — and as director of executive education at Bradford University School of Management — one of Europe's top business schools. Julian continues as an in demand international lecturer and mentor and, of course, as Chief Executive of Market Echoes where his speciality service is Strategic Marketing and his passion is to help organisations profit from a genuine focus on the customer. Julian has a degree in Geography from Leicester University, an MSc in Tourism Management from Manchester Metropolitan University and is a Fellow of the Chartered Institute of Marketing and a Chartered Marketer.

Mark Whittaker - Associate - Process Innovation

Mark's focus is radically simplifying core processes to deliver
exceptional productivity improvements, capability uplift and customer
benefits. For over 15 years he has supported many blue chip, public sector,
regional SMEs and social enterprises. His success in leading and managing
operational performance improvement has been through a pragmatic
and systematic way of working grounded in a genuine interest in people
and customers. Mark is Managing Director of Velresco, the performance
improvement specialists. Before forming Velresco, he worked within blue chip
pharmaceuticals where he led research and day to day production activities
including implementation of step change process improvement. Mark
has a degree and PhD in Chemistry from Leeds University.

Mark's focus is radically simplifying core processes to deliver exceptional productivity improvements, capability uplift and customer benefits. For over 15 years he has supported many blue chip, public sector, regional SMEs and social enterprises. His success in leading and managing operational performance improvement has been through a pragmatic and systematic way of working grounded in a genuine interest in people and customers. Mark is Managing Director of Velresco, the performance improvement specialists. Before forming Velresco, he worked within blue chip pharmaceuticals where he led research and day to day production activities including implementation of step change process improvement. Mark has a degree and PhD in Chemistry from Leeds University.

Andy Chilton - Associate - Process Innovation

Andy has 19 years blue chip and 10 years consulting experience
focused on delivering innovation through performance improvement and
organisational change. He has specialised in supporting organisations to get
the best out of their people and processes to deliver the required impact from
innovation to their customers. Andy is a director of Velresco, the performance
improvement specialists. Prior to forming Velresco, he worked in consulting
and the speciality chemicals industry. Andy has a degree in Chemistry from
Huddersfield University and has an MBA from Bradford University.

Andy has 19 years blue chip and 10 years consulting experience focused on delivering innovation through performance improvement and organisational change. He has specialised in supporting organisations to get the best out of their people and processes to deliver the required impact from innovation to their customers. Andy is a director of Velresco, the performance improvement specialists. Prior to forming Velresco, he worked in consulting and the speciality chemicals industry. Andy has a degree in Chemistry from Huddersfield University and has an MBA from Bradford University.

Martin Haigh - Associate - Customer Driven Management

Martin works with Market Echoes to closely align management and
team purpose to the end customer and ultimate sustainable commercial
success. Martin provides training solutions and consultancy in personal
development, team building, business coaching and solution-finding. He
has a reputation as a highly-effective, customer-focused, trainer and, through
his international experience and cultural awareness, offers a range of learning
experiences. Managers working with Martin become more confident,
positive and effective in the work place. Martin is owner of the training and
development company Lattitude7. He is a Chartered Engineer and holds a
PhD from Leeds University.

Martin works with Market Echoes to closely align management and team purpose to the end customer and ultimate sustainable commercial success. Martin provides training solutions and consultancy in personal development, team building, business coaching and solution-finding. He has a reputation as a highly-effective, customer-focused, trainer and, through his international experience and cultural awareness, offers a range of learning experiences. Managers working with Martin become more confident, positive and effective in the work place. Martin is owner of the training and development company Lattitude7. He is a Chartered Engineer and holds a PhD from Leeds University.

Nickie Hawton - Associate - Customer focused delivery

After an initial career as an operational and senior manager in the travel
industry, Nickie has worked since 1997 as a specialist consultant, assisting
leading organisations across the UK, Europe, South Africa, the USA and
Australia in analysing, designing and improving the interactions between an
organisation, its employees and its customers. She focuses on the human
element — the impact of individual behaviours on outcomes and customer
perceptions. Nickie is co-founder and Director of Definity. Nickie has a degree
in French and German from Durham University and is a professionally
qualified, trainer, performance and life coach and NLP Practitioner.

After an initial career as an operational and senior manager in the travel industry, Nickie has worked since 1997 as a specialist consultant, assisting leading organisations across the UK, Europe, South Africa, the USA and Australia in analysing, designing and improving the interactions between an organisation, its employees and its customers. She focuses on the human element — the impact of individual behaviours on outcomes and customer perceptions. Nickie is co-founder and Director of Definity. Nickie has a degree in French and German from Durham University and is a professionally qualified, trainer, performance and life coach and NLP Practitioner.

Nick Bramley - Associate - Sales that result in win:win

Nick's work with Market Echoes is quite mould breaking — developing
sales strategies and capabilities which align with long term customer
satisfaction. With a national reputation for delivering performance
improvement in sales and business development Nick takes clients from
analysis and strategy development through to the design and delivery of
sales training, coaching and mentoring programmes to deliver sustainable
performance improvement. His focus is always on results which benefit
both customer and bottom line — improving performance today for long
term, sustainable success and a competitive advantage, whatever the
sector. Nick runs his own company, Jorvik Associates.

Nick's work with Market Echoes is quite mould breaking — developing sales strategies and capabilities which align with long term customer satisfaction. With a national reputation for delivering performance improvement in sales and business development Nick takes clients from analysis and strategy development through to the design and delivery of sales training, coaching and mentoring programmes to deliver sustainable performance improvement. His focus is always on results which benefit both customer and bottom line — improving performance today for long term, sustainable success and a competitive advantage, whatever the sector. Nick runs his own company, Jorvik Associates.

Victoria Tomlinson - Associate - Customer focused internal communications and social media

Victoria Tomlinson is a PR, internal communications, social media and
content marketing expert. Her extensive industry experience means that
she can develop internal and external communications strategies which
result in buy in from internal and external customers alike.

Victoria is chief executive of Northern Lights PR which operates in the UK
and UAE. Prior to setting up Northern Lights in 1989 she was a director at
Ernst & Young. She sits on the board of Northern Ballet and chairs the University
of Leeds Management Division board. Victoria was named Outstanding
Communicator 2011 by her industry peers.

Victoria Tomlinson is a PR, internal communications, social media and content marketing expert. Her extensive industry experience means that she can develop internal and external communications strategies which result in buy in from internal and external customers alike. Victoria is chief executive of Northern Lights PR which operates in the UK and UAE. Prior to setting up Northern Lights in 1989 she was a director at Ernst & Young. She sits on the board of Northern Ballet and chairs the University of Leeds Management Division board. Victoria was named Outstanding Communicator 2011 by her industry peers.

George Scarlett - Associate - Design Strategy

With 30 years developing marketing campaigns and strategies

bringing vision and experience to a wide range of industries, including

leisure, transport, construction, cosmetics, paint & decorating and wall

coverings, George is highly skilled at creating visual concepts. He works

in tandem with copywriters to implement that vision across all aspects of

graphic design, advertising, brand strategy, brand management and marketing.

Responsive to the 'thinking' side of design and creativity and focused primarily

on design strategy to help clients achieve their objectives, he uses impeccable

craft to create effective communications.

Successes include Haven Holidays, Hoseasons, Eurocamp, Crown Trade Paint, Anaglypta Wallcoverings, Mercedes-Benz, Goodyear-Dunlop,

Guthy-Renker.

George is owner of design strategy firm GDS.

With 30 years developing marketing campaigns and strategies bringing vision and experience to a wide range of industries, including leisure, transport, construction, cosmetics, paint & decorating and wall coverings, George is highly skilled at creating visual concepts. He works in tandem with copywriters to implement that vision across all aspects of graphic design, advertising, brand strategy, brand management and marketing. Responsive to the 'thinking' side of design and creativity and focused primarily on design strategy to help clients achieve their objectives, he uses impeccable craft to create effective communications. Successes include Haven Holidays, Hoseasons, Eurocamp, Crown Trade Paint, Anaglypta Wallcoverings, Mercedes-Benz, Goodyear-Dunlop, Guthy-Renker. George is owner of design strategy firm GDS.

Alf Crossman - Associate - Business school teaching excellence

Alf started his working life in the hotel and leisure industry working as
personnel and training manager for a number of organisations including
Thistle Hotels and McDonald Hotels. He has consulted for leading
organisations including Boeing and General Motors.
From 1999-2015 Alf was a senior lecturer/teaching fellow at the University
of Surrey Business School (UK) where he held positions including Director
of International Programmes, Group Leader for the People at Organisations department and DBA Director. He has taught widely in the areas of managing human resources, industrial relations and ethics and has written widely on the subject.
Alf is Teaching Fellow at University of Sussex School of Business, Management and Economics. He has held a number of visiting faculty positions including at the University of Sussex School of Business Management and Economics; Tias School for Business and Society, Utrecht, Netherlands; Moscow International Business School and the University of Linkoping, Sweden.
An acknowledged industrial relations specialist, Alf has been a commentator for BBC TV and radio and Sky TV. As a freelance journalist, he has written for the Times Educational Supplement, The Times, Edge and Professional Manager magazine.

Alf started his working life in the hotel and leisure industry working as personnel and training manager for a number of organisations including Thistle Hotels and McDonald Hotels. He has consulted for leading organisations including Boeing and General Motors. From 1999-2015 Alf was a senior lecturer/teaching fellow at the University of Surrey Business School (UK) where he held positions including Director of International Programmes, Group Leader for the People at Organisations department and DBA Director. He has taught widely in the areas of managing human resources, industrial relations and ethics and has written widely on the subject. Alf is Teaching Fellow at University of Sussex School of Business, Management and Economics. He has held a number of visiting faculty positions including at the University of Sussex School of Business Management and Economics; Tias School for Business and Society, Utrecht, Netherlands; Moscow International Business School and the University of Linkoping, Sweden. An acknowledged industrial relations specialist, Alf has been a commentator for BBC TV and radio and Sky TV. As a freelance journalist, he has written for the Times Educational Supplement, The Times, Edge and Professional Manager magazine.

Sheena Rawel - Director

Sheena is a director of Market Echoes and is responsible for all administrative areas of the company.
Sheena started her career in the hotel industry in Scotland before moving south and working for a number of accountancy firms.
Sheena has a degree in sociology and a Professional Certificate in Marketing (CIM). She takes a keen interest in customer experience and how organisations can succeed or fail in its delivery.
Away from work, Sheena volunteers for a number of organisations including her local library and the National Trust.

Sheena is a director of Market Echoes and is responsible for all administrative areas of the company. Sheena started her career in the hotel industry in Scotland before moving south and working for a number of accountancy firms. Sheena has a degree in sociology and a Professional Certificate in Marketing (CIM). She takes a keen interest in customer experience and how organisations can succeed or fail in its delivery. Away from work, Sheena volunteers for a number of organisations including her local library and the National Trust.

Time for business schools to practise what they teach? This article appeared in AMBITION, the magazine for MBAs and business schools.  For decades business schools could do no wrong …. Read more

Good customer service – what we should all be aiming for. Attracting and keeping our customers, ensuring they come back time and again. However, data, algorithms and perhaps marketing people who don’t quite understand how to use them are resulting in many good customers being turned off and turned away. Not because the product or

This is the third in a series of blogs based on my book – Excellence in Business School Teaching Insights and Recommendations for Faculty, Deans and Directors.I want to highlight how HE sellers understand markets, but HE deliverers largely do not – and this can have serious implications for student satisfaction and success. In many

I typically write about customer focus and service or university and business school education. In this blog, I’d like to change direction. Because, I recently took a group of my Edinburgh MBA students on a study visit to Iceland, to explore business, culture and its impact on the country’s success. I was impressed and inspired

On the 29th March I’ll be speaking at the Universities UK conference, Innovation and Excellence in Teaching and Learning . It looks a good conference and I’ll be running a workshop entitled Teaching excellence – turning the challenge into a strategic advantage for universities. The workshop will follow up to my recently published book, Excellence

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To download your copy of the file, simply complete the form below.