Are Australian Businesses Solving the Wrong Problems?
What happens when organisations invest in solving the wrong thing?
Customer Frame is undertaking a research project exploring how Australian businesses identify, diagnose + respond to problems — and what happens between knowing something isn’t working and deciding what to do about it.
Why are we doing this?
I’ve spent 25 years working with organisations, helping leaders understand what’s really happening in their businesses — particularly when something isn’t working as it should.
And I’ve noticed something.
When a problem appears, we’re often very quick to decide what we’re going to do about it.
Hire someone.
Buy a system.
Change the process.
Run some training.
Bring in a consultant.
Launch a new initiative.
Sometimes, those are exactly the right things to do. But sometimes we’re solving the problem we can see rather than understanding what’s actually happening underneath it. And I want to know how often that happens. Not because I already have the answer. Because I don’t.
That’s what this research is about.
What are we exploring?
We’re interested in how leaders make decisions when something in the business isn’t working.
We want to understand:
- How do leaders identify what the actual problem is?
- What information informs those decisions?
- Who is involved in deciding what to do?
- How much do organisations draw on their existing knowledge + capability?
- What role does the customer perspective play?
- How do leaders know they’ve chosen the right solution?
- And what happens when they get it wrong?
We’re not starting with the assumption that Australian businesses are solving the wrong problems. We’re genuinely interested in finding out.
Be part of the research
There are two ways you can contribute to the research.
SENIOR LEADER INTERVIEW
SHARE YOUR EXPERIENCE
30-45 minutes
We’re speaking with Australian CEOs, MDs, founders + senior executives who have experience making decisions about significant organisational problems.
The conversation will take approximately 30–45 minutes.
We want to hear about what actually happens when a problem appears inside your organisation — how you understand it, who gets involved + how you decide what to do next.
ONLINE SURVEY
SHARE YOUR PERSPECTIVE
10-15 minutes
If you’re a business owner or senior leader, you can contribute through our online survey.
It takes approximately 10–15 minutes to complete.
The questions explore how you identify problems, what information you use, who is involved in decisions + how you determine whether the solution was the right one.
What happens next?
Once the research is complete, Customer Frame will bring the findings together into a white paper.
We’ll share the patterns we find.
The contradictions.
The unexpected insights.
And what the research tells us about how Australian businesses actually approach problems + decide what to do about them.
The aim isn’t to confirm what we already think. It’s to understand what’s actually happening.
About
Customer Frame
Customer Frame helps organisations understand what’s really happening across their business — particularly where customer experience, organisational performance + internal ways of working intersect.
The research is led by Sueanne Carr, Founder + CEO of Customer Frame.
Sueanne has more than 25 years’ experience working with organisations across customer strategy, customer experience, organisational alignment + business performance.
She is also the author of “Leading the Customer-Led Revolution”.