Corvette driving toward the sunset

Racing Toward Successful Change

What can we learn from an iconic car brand? We share Corvette’s successful change and transformation practices.

How To Use Net Promotor Score To Design For Customer Experience

Two ways to think about NPS for customer experience is 1) how you react to issues and 2) what you do “wow” the customer.

Implementing a New Business Model That Creates Customer Stickiness

What makes us repeatedly choose one company over another?  What choices can organizations make that create customer “stickiness”?

Customer Satisfaction

Maintaining Customer Satisfaction During Change Transformation

The availability of countless tools, software and management systems, customized training programs, and strategic planning applications, makes it easy to forget the reason we have them in the first place.  The reason is the customer.

Strategy Implementation Your Customers Can Feel

How do you deliver an unforgettable customer experience that differentiates you from competitors? Make sure you’re facilitating strategy implementation your customers can feel.

Learn the keys for facilitating a positive customer experience.

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.

Successful business professionals find out what really matters to the customer

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.

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.