BLOGS

Customer needs should be central when redesigning an organization

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

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.

Anticipating customer problems is the sign of a great leader.

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

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?”

Providing a differentiated customer experience for your organization

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

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.

Don't get caught with the wrong good ideas

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.

External Measurements

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.

Where have all the worker's gone?

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.