Since I live in “Starbucks land” and “Microsoft land” there doesn’t seem to be a day that goes by where there isn’t some article on Starbucks in the papers. The latest is on the extensive layoffs this year and next year and the store closings all over the country – or should I say the world! …
Category Archives: Business Strategy
I’m inspired…Lovemarks
I have been reading and listening to some speeches given by Kevin Roberts, Worldwide CEO of Saatchi and Saatchi, one of the most respected and revered advertising agencies in the world. Why, you might ask, would I be reading and getting deep into what an advertising agency is doing? Great question – let me explain….
TRUST and LOYALTY – Maybe organizations are finally getting it?
I just read a very interesting article in the Deloitte Review (Deloitte Review is a semi-annual publication of selected articles they believe are important to their clients and potential clients) that gives a great deal of support to what we have been saying for years – building TRUST and LOYALTY with your customers is key…
“Executable” Strategy is the clear “Winner”
For the past number of years we have been talking about how everything needs to start with the Customer in mind and that if they aren’t considered in everything you do, you are missing the point. After all, our favorite phrase is, “How can you ignore the primary group that ‘writes you checks’ when trying…
Collective Amnesia “forgets” about the Customer
I just read an article and felt compelled to share some thoughts about it since it was using some new “language” to describe some well known problems with management. The article was titled, “Culture Shift: The Causes and Cures of Collective Amnesia” and was written by Paul Levesque. It was posted on the Manage Smarter…
Sometimes “Shock Therapy” is the last resort…
In my travels and meetings with company executives one thing has been standing out in the majority of these discussions. I’m being asked, “Why is it that everyone in my industry is starting to look and act the same and the customer is seeing us as one big non-differentiated group of companies?” What does this mean? …
Carly Fiorina got it right…
Carly Fiorina, a household name in the business world, was a guest speaker at Seattle Pacific University’s annual breakfast meeting in Seattle last week. There is no question she is one of the more controversial people in business today and was the center of attention for several years during her demise at HP. But, whether…
“Marry Your Customer” – Well, sort of…
I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while. It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking…
Taking E-Myth Thinking to a Higher Level with Promises
I have recently been introduced to the entire E-Myth philosophy and way of thinking by some colleagues and wanted to share some thoughts and comments about it. After reading through their book, “The E-Myth Revisited: Why most Small Businesses Don’t Work and What to Do About It” by Michael E. Gerber, I quickly saw some…
CEI and Moss Adams Team Up
We’re excited to announce our partnership with Moss Adams LLP Strategic Planning group to assist with The Business Navigator (sm) approach to conducting comprehensive planning for enterprise success.