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…
How people work together can have a significant impact on organisational effectiveness and the ability to deliver the strategy. As often quoted “the way we do things around here” (a concept developed by Mckinsey) can mean the difference between a strategy well executed and a dysfunctional business… We use the…
Customer expectations and behaviours have changed dramatically over the past decade. Organisations are expected to meet customers’ needs and expectations at every interaction, in return for customer loyalty. The ability to deliver this depends on the extent to which ‘customer-centricity’ is embedded within every single person in your business… Few…
Question: Why do 70% of all major change efforts in organizations fail (Harvard Business review 2013 – a 30 year study of change management)?
Answer: Because organizations often do not take the holistic approach required to see the change through.
The need to change the way in which the organisation performs, whether it be public or private sector based, for profit or not-for-profit, is driven by one of the following dynamics: competitive forces, innovation, technology, growth, cost structures, culture and environmental change…
Companies are feeling increasing pressure to improve the performance of their businesses. The challenge is to identify the key initiatives that will make the competitive difference and focus the business on its delivery.
Our approach is to define those few game changing initiatives, engage the organisation in their development and mobilise the organisation behind the delivery of the change…
The customer experience creates the brand. Great customer experiences produce great brands and great business results. Look at companies such as Apple and John Lewis. Different industries, different business models. But they have one thing in common….
Complexity and lack of focus are the key. When we assess a company, we often begin by asking executives to answer five questions. It’s a quick test that helps us identify possible trouble spots. You can try it yourself: How would you respond to each of the following?
• Do you strive to invest enough to win in all of your product markets, all the regions you compete in and every division of the company?…
