Finding Out What Really Matters to the Customer
Often, what actually drives customers’ buying behavior may be unrelated to what they say they want. The things customers say and believe aren’t always what forces their actions or decision.
Organization Redesigns Must Start With Customer Experience
Making sure all stakeholders understand how they link back to the customer is an important step in maintaining a customer-centric design for your organization.
Customer Experience Strategy: Turning Service Failure Into Opportunity
To turn a customer experience failure into an advantage, think through the process of customer recovery and design ways to turn service failure into a strategic advantage.
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.
Differentiation is the Answer – Don’t Change for Change’s Sake
As a change leader, the best advice we have to optimize your operating model transformations is to prepare to answer the question “How does this change make us different?”
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.
Want More Accountable Leaders? Clarify Decision Rights
Avoid the confusion arising from a lack of accountability by clearly defining decision rights and making sure people have the required skills to make decisions timely and confidently.
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.
Don’t Over-Focus on External Measurements
Organizations should look both inside and outside their organization to benchmark performance. Examine your measurement systems to see if you have effective means of assessing progress.