Not All Customers Are Equally Important: Designing Customer Experience to Win
No customer wants to be treated like a “have not.” How can organizations design the customer experience to accommodate customers at all levels?
Ken Thompson
Facilitating a Positive Customer Experience: Dos and Don’ts
Learn tips on how you can succeed in creating a positive customer experience that will generate increased customer loyalty and create marketplace differentiation.
Good Customer Experiences Solve Problems. Great Ones Anticipate Them.
Does your business “surprise” your customers by anticipating and providing solutions for their needs and wants? Here are some suggestions on how to create a business model that will create happy customers.
Should Your Organization Provide a Differentiating Customer Experience?
Learn how to determine if the strategy of creating a differentiated customer experience is right for your organization. Finding the answers to these five key questions can help.
Holiday Wishes
With so much difficulty and tragedy in today’s world, this little break to celebrate the holidays is welcomed while we ponder the hopes and wishes of the season.
How Leaders Can Avoid Getting Caught Up with the Wrong “Good Ideas”
Have a few good ideas? Here are a few suggestions to help you determine which ideas to use and which to lose.
Where Did All the Workers Go? (And How the Right Strategy Will Attract Them)
Why does it seem that everyone is struggling to find workers? These insights and tips can help your organization find and keep workers in these post-pandemic times.
Don’t Let a Weak Strategy Undermine Your Organization’s Vision
In business as in the military, both a clear vision and effective strategy are necessary for success. Explore the differences between vision and strategy and learn how to maximize them to set your organization apart.
Dueling Departments? Overcome Organizational Silos with Linking Mechanisms
Does your organization have departments that always seem to be at war? Learn how to use linking mechanism to eliminate organizational silos and enable the success of your company’s strategy.
Corporate Foresight: A Necessity for Lasting Organization Transformation
Corporate foresight provides clarity for strategy, helps with aligning organizational choices, and guides in building the right capabilities for your organization.