Advance Updates
Influence - Constructive or Destructive - February 2008
What we choose to use will make all the difference in the quality of our personal lives, our experience at work, the performance of our companies, and the state of our world.Read more...
Developing Customer Focused Products and Services - November 2007
A business' ability to be customer focused depends on its ability and willingness to integrate customer focus into its organization, operations and individuals.Read more...
Building Customer Focused Organizations - A Consultant's Secret - October 2007
If you want to understand how an organization works, follow the money. If you want to understand how an organization is "broken", find the places within it where responsibility and control are out of alignment. A classic example of misalignment.Read more...
Developing Customer Focused Organizations - September 2007
What is a customer focused organization? This newsletter offers some perspective on what makes an organization customer focused and some tips on what you can do to help your own organization improve in this area.Read more...
Developing Customer Focused Operations - May 2007
How do we drive our businesses to become more customer focused? The journey to becoming customer focused involves all parts of an organization, including: individuals, operations, organizational culture and structure and products and services. The answer is a very interesting paradox!Read more...
Developing Customer Focused People - January 2007
Many companies and organizations are striving to enhance customer focus in some fashion. To successfully implement customer focus, we have found that businesses need to focus on incorporating the customer into four areas.Read more...
What to Consider When Implementing Customer Focus - December 2006
Most organizations make the claim that they are customer focused or customer centered (who wouldn't?), yet some look more customer focused than others. Unfortunately, it's not enough to simply make a decision to become customer focused.Read more...
The Drive to Become Customer Focused - November 2006
Every organization seems to be talking about becoming customer-focused, customer-centric, or customer-centered. What is creating the intense interest? Why are so many companies concentrating on creating a customer focused strategy? What is triggering all of this?Read more...
The Need for Enhanced Consulting Skills - October 2006
Listening to the voice of our customers, we recognized that enhanced consulting skills are skills personalized to the individual, their circumstance, and their experience level in their particular profession.Read more...
The Perfect Storm - Outsourcing and the Vendor/Client Relationship - September 2006
What vendors can do to prepare for and manage an outsourcing relationship. For a client/vendor relationship to be successful, all involved employees must adopt the mindset of "business partner."Read more...
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