July 2009 Newsletter

Wherever we have been working over the last 12 months words and phrases like ‘caution’, ‘hunkering down’, ‘pulling back’, ‘budget freezes’ and even ‘survival’ have been mentioned but, finally it looks like the wheel is starting to turn. The markets are more buoyant, there are some better than expected results and even the media is starting to talk about a quicker recovery! Excellent, it’s about time that we all heard some good news!

This month's edition of Customer Focus Times includes:

• The Post Recession Customer – by Lior Arrusy
• Reg’s book ‘Reliability Rules’ hits the bookshelves
• MirrorWave™ momentum builds – Find out why by reading this summary paper introducing MirrorWave™

Kind regards



Managing Director of SRD Group, and
Director and Co-Founder of

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The Post Recession Customer – by Lior Arrusy

In the spirit of things getting better and planning for what comes next, we thought this short article from Lior Arussy was an interesting read. In it he says of customers post the recession “Customers will demand greater value for their money and will scrutinize their relationships with vendors to ensure they get the best deal. Trust is another element of the relationship that will be reshaped in the wake of this economic period. Customers will be far more selective about extending their loyalty.”

Read the full article here...

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Reliability Rules – by Reg Price and Don Schultz

Speaking of good news, our partner Reg Price’s book ‘Reliability Rules’ that he co-authored with Don Schultz is now available. It has had some high praise indeed, with Philip Kotler, regarded by many as the world's leading strategic marketer, saying “Following upon three recent revolutions in management theory – Quality, Lean Management and Customer Driven Value – Reliability may well become the next revolution in management thinking and practice.”

Reliability Rules shows managers how to adopt Promises Management business wide in order to boost dependability at multiple levels – brand, customers and employees.

Click here to learn more...

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MirrorWave™ Momentum Builds

MirrorWave™ continues to gather momentum with companies from various industries (ranging from healthcare to software, business to business, business to consumer, and organisation to employees) being at various stages of roll out of the various modes of MirrorWave™. To find out why the momentum for MirrorWave™ is increasing read this Summary Paper Introducing MirrorWave™.

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The Last Word

If you have, or are thinking about:

• Conducting customer research
• Creating a stronger relationship with a supplier, partner or diverse distribution partner or channel
• Implementing a feedback or customer response programme
• Wanting to establish a better dialogue with your customers
• Wanting to bond your customers closer to you, or
• Getting growth and increased profitability through your existing customer base,

Then give us an hour of your time and we will introduce you to MirrorWave™ either in person or via a web meeting. Given that the Global Head of Research for one of the world’s biggest brands said of MirrorWave™ - “This is brilliant. It’s the future of research” we are sure you will be impressed, or at the very least it will make you stop and think about how you are doing your current research.

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SRD Group - Focused on performance improvement in Customer Experience and Customer Relationship Management

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MirrorWave™ - The disarmingly simple way to improve customer relationships and research in one!

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