Tagged: organizational alignment

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 […]

“When Pigs fly….”

“When Pigs fly…” is the usual response when you try and get giant corporations to take on new business innovation. However, it now seems like winglets are developing on the swine. GM recently announced a new business venture call Maven. http://media.gm.com/media/us/en/gm/news.detail.html/content/Pages/news/us/en/2016/Jan/0121-maven.html “GM President Dan Ammann said while more customers than ever are buying vehicles, there […]

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 […]

Are you lying to your customers?

Likely the biggest sin committed by companies is the violation of trust and therefore the relationship. Directly lying or deceiving a customer is unforgiveable and sometimes literally criminal. What about the perception that you are lying or covering up even when that was not the intention? In looking at customer experience cases this happens more often than you would think.