Key Industries
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Recent Tips and Posts
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Listening to the Employee’s Voice – 1/27/15 TOW
The “Voice of the Customer” is an often-heard phrase. We have a sports research program called the “Voice of the Fan.” These are ways of describing that organizations either need to simply listen to their customers, or they need to have a 12-month strategy for tapping into customer feedback and input to continuously improve. But […]
For Some, It’s All About This – 1/20/15 TOW
We often say that companies need to make it “Easy” on the customer to do business. It needs to be easy to schedule a doctor’s appointment. It needs to be easy to renew season tickets. It’s got to be easy to reserve a park shelter. We’ve got to make it easy for parents to register […]
Do More Than What You Say You’ll Do – 1/13/15 TOW
During a meeting with a client who was trying to work through a culture change, the question was raised about how they could change a culture of broken trust. WOW! That’s a very direct and not quickly answered question. Many of the answers fall at the feet of organizational leaders – they’re the ones most […]
