Many of the customers and clients of The Galbraith Muir Consultancy are managed by, and employ large numbers of, scientists, engineers and technologists. The products and services generated by such companies are usually exciting and innovative, and often incorporate world-leading science.
However, there is a danger that the technology can swamp the needs of the customer, and the directors of The Galbraith Muir Consultancy have seen many such examples over the years. However, it is notable that those companies which really listen to their customers, and take action on what they hear, are more likely to sustain and grow their businesses.
A prime example of customer-focused communication comes from the Diamond Light Source, a leading-edge research facility in Oxfordshire which uses a high-brightness light source to probe the smallest structures of matter. The staff of Diamond are building up a portfolio of case studies illustrating not the facility itself, but what it can do for its customers. The case studies can be seen at http://www.diamond.ac.uk/Home/industry/casestudies.html