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.
Customer Focused
Design Thinking: 4 Ways to Embed Empathy Into Organization Design
Using design thinking techniques such as interviews, persona profiles, empathy exercises and storytelling will allow teams to design an organization that meets their customers’ needs.
Organization Culture & Business Relationships, Part 2: Five Essential Business Values
These 5 essential business values will increase your organization’s capabilities to deliver an exceptional customer experience.
Organization Culture & Business Relationships-5 Ways to Optimize Customer Experiences, Part 1
The right organization design and structure, combined with a company-wide commitment to deliver differentiated customer experiences, will enable your business to build and maintain long-term customer loyalty.
Recipe for Success: How 3 Organization Design Principles Helped a Business in Crisis
The last few months have been difficult for all organizations. In this environment, the value of understanding how to align strategy, capabilities and tradeoffs/choices is more important than ever.
The Competitive Advantage of Embracing Complexity
By strategically absorbing complexities for its customers, a well-aligned organization can provide elegantly integrated and customized solutions. Inspiring your team’s shift from a “product focus” to a “solution strategy” will lead to an improved competitive advantage.
Organization Redesigns Must Be Customer-Centric
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.
Maintaining Customer Satisfaction During Change Transformation
With today’s availability of countless sophisticated tools, software and management systems, customized training programs, and strategic planning applications, it can be easy to forget the reason we have all of these tools and systems in the first place: the customer. One of the hallmarks of change transformation is implementation of
Customer Experience Strategy: Turning Service Failure Into Opportunity
Every organization is aware of the importance of customer experience. Some companies, such as Apple, have gone to great lengths to ensure a positive experience every step of the way, from purchase to disposal. Everything—from ordering to delivery speed, opening the box, ease of set up, user-friendliness, etc.—is orchestrated so
Finding Out What Really Matters to the Customer
Several years back, I did some strategic business planning work with a financial services client who was dealing with a sticky customer service issue. When this organization spoke with their customers about it, they expressed one thing as their primary concern. However, upon analyzing their actual buying behavior it became