Category: Business strategy

Supercharge your Business

Being passionate about customer centricity and customer experience makes me either the best customer you ever had or the worst critic, as you might expect. With over 30 years of experience in customer experience and services there is not much that my partners and I have not seen in both B2C and B2B. When I […]

Coach, Connect and Co-create value

In the last few years the term “consultant” has seemingly become a negatively viewed job description. When one describes their job as a consultant it is generally viewed in one of two ways. Many people are now working in the so called ‘Gig Economy’ and call themselves a ‘consultant’ rather than an independent contractor. These […]

What makes the soft side so hard?

What makes the soft side so hard? Why should you care? Businesses and government organizations are facing rapidly changing environments and are faced with an ever increasing pace of change as a result of technology, environmental and economic shifts. Each year millions of dollars, Yen, Euro, Yuan etc. are invested in critical transformations and infrastructure […]

Rent ‘n’ Exec

If your plumbing backs up or leaks you call a plumber. When your electrical outlets stop working you call an electrician because those experts deal with these issues every day and have acquired specific expertise that likely you do not have. So why, when your business strategy is faltering, do you try and fix it […]

Way too much B.S. in business today. As I listen to the business news and even to my own clients talk about their business often all I can think about is calling it B.S. While what you are thinking right now might be appropriate in many cases what I mean by B.S. is BAD STRATEGY. […]

Cost of Service Recovery

We spend a lot of dollars (or equivalents) in business trying to make a customer happy in order to retain their business AFTER a service failure, it makes sense to focus on reducing the failure rate as a top priority. If the overall experience of a customer is poor as a result of a service error then studies have show where we may have to spend at least 10x or more to recover from a problem than the investment would have been to prevent it from happening in the first place

Customer Experience of Dr. Drill and Fill

Every day I have these small moments of customer experience revelation that in a way are as profound and impactful to small business as they are to bigger ones. Some moments are good and some of them not as good.

Deteriorating Customer Experiences

Have you noticed over the last several years that the quality of customer experiences for the most part have deteriorated in almost every aspect of business? Whether its B2B or B2C it seems like companies forgot what is critical for their long term success is the importance of a great customer experience.

“How long will your business exist?”

In this business world of what have you done for me lately, thinking about anything beyond this quarter or this year is a challenging situation for business leaders. Shareholders demand increasing earnings per share, CFO’s want to know where have you cut costs and increased cash flows, COO’s and operations managers are being driven to increase productivity every year and analysts wonder what’s the next innovative product/service you are going to offer this year?