Organization Personality: Encourage & Empower

Introduction Organization Personality epitomizes how an institution perceives, interprets, evaluates, and responds to real and potential risks, problems, and opportunities with employees, patrons, and partners. An organization’s personality is the melding of dominant employee traits, cognition, and emotional patterns with external and internal influencers that encourage and empower workplace behavior. Read more…

The Delicate Balance: Customer Lifetime Journey

Introduction A primary strategic goal of mainstream businesses is the regular acquisition of new customers, leaving limited resources to drive customer retention successfully. Research supports the proposition that it is less expensive to maintain and continually delight existing customers than to invest disproportionate resources in winning new customers. Nonetheless, a Read more…

Strategic Alignment Model: Creating & Leveraging Value

Introduction Information Technology (IT) investments have become one of the more critical and expensive items in a company’s investment portfolio. Best-in-class organizations ensure that these investments are helping to provide real business value with the use of the strategic alignment model.  The Strategic Alignment Model (SAM) provides an organization with a robust Read more…

Voice of Customer: 360 View – Safeguard, Cultivate & Leverage

Introduction In today’s era of immediacy, shoppers are more demanding and quality-sensitive than in past times. Customer satisfaction is a prevailing predictor of customer retention, loyalty, and profitable relationships. In a competitive marketplace where businesses compete daily for consumers, exceptional customer fulfillment is a key differentiator and increasingly has become Read more…

The Customer Experience (CX): Expectations & Perceptions

Introduction  Profitable long-term customer relationships are the lifeblood of a successful company! This truism supports that effective customer interactions, in the current economy, are carried out in a professional, and problem-free manner. Today’s smart consumers expect more value from their providers with a dedicated focus on relevance, product availability, ease Read more…

Successful Business Partner Relationship Characteristics

Introduction   A top priority of strategic-focused business executives is the responsibility to establish and continually enrich long-term business relationships with supply chain partners that contribute directly or indirectly to the continual growth and profitability of their business. History has witnessed, in the 21st century, that even companies, with exceptional and Read more…

Business Interviewing: Approach, Methods, & Hints

Introduction  Business interviewing includes quantitative and qualitative methods for conducting individual and group activities to collect information on a company strategy, policy, process, program, product, or service. In common parlance, the word ‘interview’ refers to a one-on-one conversation between an interviewer and an interviewee. The term ‘interview ‘ is a Read more…