Tag Archives: innovation

Build Transformational Leadership to Drive Customer Engagement

The president of a well-established health sciences company was faced with the need to change the way the organization interacted with its customers. Customers reported that the organization had grown far too complex to do business with, compared to its major competitors. The executive perspective was that the company possessed an urgent need to change…  but was concerned that middle

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Build Adjacent-Markets Business–and Accelerate New Product Development

Industry: Transportation Equipment Function: Design/ Engineering/ Marketing/ Sales/ Customer Service Location: Domestic US One of the major global vehicle providers of distribution and logistics equipment needed to defend its slim lead with regard to its information-management products – products that make the vehicles themselves more valuable to its customers, help customers to eliminate waste in their operations, and justify the

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Transformational Leadership: Problems, Solutions, & Structure

Patrick O’Shei, in “Uncommon Wisdom“, writes about the link between “problems” and “solutions”.  Capable leaders have the awareness to recognize what the “frame” around these two orientations is, within which they and their organizations might operate:  When confronted with a challenge, do you see problems? or do you see solutions & possibilities? A solution orientation is always broader and longer

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Business Growth: Complexity & Mixed Messages in Customer Service

Don Mick wrote of a recent automotive service experience…  one with which many might empathize. In his post, he writes of being alternately blessed (with affirmations and appreciation of his status as a customer of the auto dealership) and cursed (with negative and diminishing encounters that communicate that–as a customer–he’s a bother and an inconvenience)–all within the same customer service

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Build Transformational Leadership to Drive Customer Engagement

The president of a well-established health sciences company was faced with the need to change the way the organization interacted with its customers. Customers reported that the organization had grown far too complex to do business with, compared to its major competitors. The executive perspective was that the company possessed an urgent need to change…  but was concerned that middle

Read more