Using systems thinking to improve customer satisfaction and employee engagement - Interview with Rob Brown of Aviva

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement. I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting. This interview makes up number thirty-five in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love. Note: Before we get stuck into the interview, here's an article: What is the Difference between Lean and Systems Thinking, that is worth reading.