Improve your competitive advantage by embracing complexity.

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.

Customer Satisfaction

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

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 the Customer Really Wants

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

Strategy Implementation

Strategy Implementation Your Customers Can Feel

How do you deliver an unforgettable experience to your customers that will differentiate you from your competitors? The answer is fairly simple: Understand what customers see as “critical moments” with your product/services. Make sure your customers can feel your strategy at those critical moments. Critical Moments To know how to

Business Model

Implementing a New Business Model That Creates Customer Stickiness

Businesses work hard to create and market products and services that solve customer problems and fill customer needs. But, what creates the kind of customer loyalty that brands like Amazon or Apple enjoy? What is it that makes us repeatedly choose one company over another? What choices can organizations make