-
Broken by Design: Why Good Intentions Ruin Great Businesses
Today’s Strategic Alignment Journal post in two sentences: A bustling neighbourhood café attracted loyal customers despite its apparent disorganization, but when a new owner introduced operational improvements, the business lost much of what had made it successful. Improving a business without first understanding what makes it work can destroy the very things that create value,…
-
Your clients should never feel your org chart
Today’s Strategic Alignment Journal post in two sentences: Your org chart may make perfect sense inside your organization, but your clients should never have to experience its boundaries. Sometimes the weakness in the client experience is not at any individual touchpoint, but in how the client is handed from one person or department to another.…
-
They Asked for Training. I Asked Why.
Today’s Strategic Alignment Journal Post in two sentences: A request for customer service training became a six-country customer journey mapping engagement because one question revealed that the problem had been misdiagnosed. Return on Decision begins before execution: it is determined by whether we solve the visible problem we were given or take the time to…
-
What Happens when your Business is Operationally Efficient but Emotionally Flat?
I was listening today to a conversation around relevance and customer experience and I started to think about just how many businesses have become incredibly efficient at producing transactions while slowly losing their ability to produce feeling? There are businesses where everything technically works and yet the entire experience feels emotionally flat. Then there are…
-
Good Intentions Only Go So Far…
Who we are…our approach to things…how we execute…what we would like people to experience…THIS is our brand. Whether it’s one person or a business we must be able to articulate what we are committed to doing, how we are going to do what we set out to do and what that experience might look like.…
-
Business Owners: Forget About Gaining and Keeping Loyal Employees
Which business owner doesn’t have a loyal employee? “Do you see so and so” they say…”he has been with me since before Christ. I can depend on him no matter what.” This person enjoys certain perks as a result of his devotion. The Boss enjoys having him around and he seems to enjoy his job.…
-
Don’t Fix the Food – Fix the Experience
Yesterday I went to a very popular International Franchise Restaurant for lunch with a potential client for his complimentary Possibilities to Profit ™ Personal Branding Strategy Session We both decided to order light. I ordered the Broccoli Cheese Soup and a Caesar Salad and my client ordered a Caesar Salad and a portion of French…
Get Clarity before the Fix
