There is conventional thinking for durable competitive advantage during normal economic conditions, but I’ve added 2 action steps for durable competitive advantage during economic crisis, like this Covid-19 economic crisis.
When I think about “making the complex simple,” I’m driven to ask my clients these 7 questions to improve customer experience initiatives, to gain the highest ROI on process improvement.
Many businesses during the COVID-19 pandemic may feel they are deer in the headlights: frozen and about to become a victim of this calamity. Here’s a story of how a pivot saves an airline from Covid-19.
The coronavirus (COVID-19) may be about to trigger a significant paradigm shift in the business world. This past Friday, my Fortune 50 client contacted me to let me know that my trip from Silicon Valley to Los Angeles this week was canceled. Those of us flying in for the meeting Read more…
The problems with off-the-rack CPQ software solutions are in what the software doesn’t address. The vendor application you chose is a small part of the solution.
A colleague of mine in Australia, Andrew Hollo, writes a weekly called 5 Minute Strategic Mindset. He opens his August 29, 2019, issue with “A quote that made me think:” “Good customer service costs less than bad customer service.” Sally Gronow While customer service is often seen as a department, Read more…
The New York Times wrote an outstanding investigative journalism piece looking into the massive fire that nearly destroyed the Notre-Dame Cathedral in Paris. An employee who was alerted to the fire had been on staff only 3 days. The codes appearing on the fire control panel were not easily understood. Read more…
I’m often asked, “How do you make configurable products and services highly profitable?” Companies with configurable products or services often live with severe operational pain and gridlock. Many see the pain and low margins as a cost of doing business. Here are some questions to ponder: Which of the great Read more…
From Matt Barcomb on Twitter comes this gem of a tweet:: Software Working software Working tested software Working tested deployable software Working tested deployed software Working tested deployed useful software I love these states identified by Matt Barcomb. [Note: I numbered the points for his Twitter post.] Too many companies Read more…
From Boeing comes this announcement regarding the Ethiopian air tragedy: Boeing continues to support the investigation… Safety is our highest priority as we design, maintain and support our airplanes. As part of our standard practice following any accident, we examine our aircraft design and operation, and when appropriate, institute product Read more…