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

...are an opportunity to explore future directions and strategies but more often than not fail to deliver results. Julian Rawel is an expert at facilitating away day/s. He brings cultural awareness through working with large/small organisations. His combination of facilitation/education results in real outputs and a clear understanding of the process of strategy.

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Get a real return from your Strategy Away Day(s)

“We thought you’d come up with a set of focused strategies – but instead we ended up with understanding we’ll never achieve our ambitions until we sort our admin. We were going round in circles. We are now recruiting an HR manager and have a clear plan for growth.” Managing partner, law firm


“The day was challenging, but thank goodness. We were about to launch a new product and by lunchtime realised it would fail. We hadn’t gone through the process of why customers would buy it, how competitors would respond and what we needed to do to make a premium price work. Half way through the day I rang R&D to cancel the launch – it was that close. By the end of the day we had real insights into our business and a plan that is really working with customers.”
Marketing director, manufacturing company


“We realised our products are not so special after all. You made us break them into competitive parts, comparing them to other manufacturers. We were shocked at how vulnerable we are. But you also made us look at where we out-perform others, and we have now found an edge.”
Chief executive, large manufacturing company


“We wanted to use the day to revisit our detailed strategic plan. By the afternoon we realised that the plan was the problem. Too much text, not enough strategy. We spent the afternoon fine tuning. The end result - a much shortened plan, a more focused strategy.”
away days tickets Chairman of Governing body, independent day/boarding school

Most companies/organisations hold annual away day/s. It’s a good opportunity to get directors and managers together to explore future directions and strategies.

But anecdotal evidence shows that for every away day that works, another two fail. In fact, many managers approach these with a degree of cynicism (hence the spoof book Five go on a Strategy Away Day!): talking shop, lack of direction, senior domination, another waste of a day!

Why? Too often the chairman or CEO tries to run and facilitate the day. This can lead to its own problems – lack of structure, lack of openness, lack of meaningful discussion, lack of doing things, lack of meaningful outputs. And where the chairman or CEO does encourage an open, structureless format, the day tends to peter out without ever really getting started.

How can you change this?

Julian Rawel is an expert at facilitating strategy away day/s. He has created a unique formula which combines bite-size learning around academic models – from Porter to Christiensen – and then the team applies them to their business.

Managers get a common language and approach – which helps long-term when implementing the strategy. And the rigorous approach helps everyone to look at the business, its customers and people in new ways. As you will see from the quotes, often just in time.

Julian’s background combines an outstanding business career with lecturing in strategy and marketing at top business schools around the world. He has worked in companies large and small, public and private sectors, services and manufacturing, UK and international as a director and a consultant.

His combination of facilitation and education means that away days result in real outputs and a clear understanding of the process of strategy. Both can be implemented immediately.

If you would like to discuss how to get real value from your next away day/s, please email Julian – julian@marketechoes.co.uk


The Julian Rawel Away Day Process

1. Understanding your business

Ahead of the strategy away day, he learns about the organisation as efficiently as possible – activities, history, strategies, issues. It’s important to understand the organisation, but he doesn’t try to be an expert – he needs to be able to ask “obvious” questions throughout the day/s as part of the facilitation.

He speaks to the commissioning director/manager to understand the objectives of the strategy away day/s and also the dynamics of the attendees - how they might approach the day/s; who might be very vocal, who might need to be encouraged, who just doesn’t want to attend?

Develop an agenda – one that is stretching but affords sufficient time for practical activities, where attendees start to make sense of the issues.

2. Running the strategy away day/s

The away day formula includes short discussion/information sessions where issues are matched to tried, tested and accessible strategy models.

These models then form the structure for short, practical group activities which help to build understanding of “where are we now?”, “where are we going?” These practical activities help to ensure that the outputs of the day/s are developed by the attendees, not the facilitator.

At the end of the day/s attendees can take away both the outputs and the process.

3. After the strategy away day/s

Julian remains available (but this is not essential) to help ensure that the outputs translate into actions and outcomes.

away days tickets

Excellence in teaching is a must have for business school success. Our two e-books, Insights and Essentials show how all faculty can become effective/inspiring teachers. Available as free downloads.

Julian Rawel, Chief Executive, introduces the Market Echoes concept

I’ve been facilitating strategy away days for many years now. But I’ve ...

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I recently typed this question, “Why are front line customer service people ...

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An interesting article in Business Insider UK (May 2017) discussed the importance ...

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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 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 two e-books, Excellence in Business School Teaching, Insights and Recommendations and Excellence in Business School Teaching, Essentials show how all faculty can become effective and inspiring teachers. Both are available as free downloads

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.

Market Echoes Marketing

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 two e-books, Excellence in Business School Teaching, Insights and Recommendations and Excellence in Business School Teaching, Essentials show how all faculty can become effective and inspiring teachers. Both are available as free downloads.

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. We can offer consultancy, best practice workshops, mentoring and conference presentations.

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);
as director of executive education at Bradford University School of Management (UK) and more recently as director of MBA programmes at the University of Edinburgh Business School (UK).

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); as director of executive education at Bradford University School of Management (UK) and more recently as director of MBA programmes at the University of Edinburgh Business School (UK). 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 Next-Up, a membership platform for individuals moving on from conventional working life, helping them refine their identity, rework their skills and find new opportunities. A key focus of the business is sharing experiences and tips of peers who have created another career and purpose in their unretirement. Prior to setting up Next-Up in 2018, Victoria ran (and still runs) Northern Lights PR which operates in the UK and UAE. She has also been a director at Ernst & Young and Northern Ballet. 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 Next-Up, a membership platform for individuals moving on from conventional working life, helping them refine their identity, rework their skills and find new opportunities. A key focus of the business is sharing experiences and tips of peers who have created another career and purpose in their unretirement. Prior to setting up Next-Up in 2018, Victoria ran (and still runs) Northern Lights PR which operates in the UK and UAE. She has also been a director at Ernst & Young and Northern Ballet. 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.

I’ve been facilitating strategy away days for many years now. But I’ve also been a participant, as a director/manager within the various organizations in which I’ve worked. So I’ve been able to look at them from both sides of the fence. I’ve been interested in what people think about these events, so I recently decided

I recently typed this question, “Why are front line customer service people so confused?” into Google. In 0.43 seconds I received “about 250m results”. In fact, I couldn’t find any answers as to why customer service people are so confused. What I did find were many articles about confused customers – “Tell-tale signs your customer

An interesting article in Business Insider UK (May 2017) discussed the importance for new students of reading. It came up with ten key ways in which reading can help – see below. While I wouldn’t challenge the principle of reading being a key part of academic learning – I think the volume we now give

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

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Download Excellence in Business School Teaching

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Away Days

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Excellence in Business School Teaching, Insights and Recommendations

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Excellence in Business School Teaching, Essentials

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Download Excellence in Business School Teaching

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