Strategic Planning

Customer satisfaction means little

Given the low correlation between customer satisfaction and the things you want from your relationship with customers… (wallet share, positive word of mouth, repeat business) a lot of organizations are moving to indicators of loyalty. Aren’t satisfaction and loyalty the same thing? Not really. Related, but totally different. Jim Rohn Read more…

By Kirk, ago
Strategic Planning

You have to write it down

A common mistake in leading strategy is the failure to be completely clear about what you’re trying to accomplish. In some instances, it can be as simple as just writing it down. Once enough general discussion has taken place with certain people in certain rooms, it is easy to acquire Read more…

By Kirk, ago
Strategic Planning

The relationship or the transaction

One of the operational challenges of implementing a client facing strategy is to ensure that all front line policy supports either the transactional or relational focus you’re working to implement. If you’re focused on delivering purely best price, you want a fair set of customer policies that ranges into the Read more…

By Kirk, ago
Strategic Planning

WWSD (What would Steve do?)

We all trudge on under the assumptions of what can and can’t be done in our market, given the “realities”, what we see competitors and peers do, competitive forces and limitations. This can both allow you to manage what you believe to be true about your environment and also limit Read more…

By Kirk, ago
Strategic Planning

More projects than money?

How do you handle the prioritization of projects when your organization has more projects than money? There are many interesting dynamics that come into play when you’re tasked with prioritizing a laundry list of corporate projects, ensuring that the right ones go ahead but knowing that not all of them Read more…

By Kirk, ago
Strategic Planning

Great questions

With most things related to organizational improvement, the answers to your biggest problems are usually less complicated than you initially think. When there is a lack of clarity, it usually speaks more to your perspective and understanding than the problem. Because of this, you need to surround yourself with people Read more…

By Kirk, ago