In a recent project we helped our client to design and deliver a significant change to the way they delivered on the customer promise. The results included a dramatic increase in customer satisfaction (as measured by the Net Promoter Score) and on-line bookings…

A few bite-sized insights from current engagements and downtime… Going the extra mile…it can make your business. Whilst sailing around the Ionian Islands last year I came across the perfect example of going the extra mile – in this case 200 metres – for your customer. We entered Kalamos harbor…

A recent article in HBR suggests that winning cultures are comprised of two interrelated and reinforcing elements. First, every high-performing company has a unique identity—distinctive characteristics that set it apart from other organisations. These characteristics give employees a sense of meaning…..

In a recent project we helped our client to jointly develop a customer first strategy. We employed a co-working approach to developing the strategy, operational processes, structural changes and management processes to support a customer first approach to the marketplace. This is the detailed case study…