Organisational culture is critical A recent study from Booz and Company found that 84% of executives believe culture is critical to their business success while 60% of executives believe culture is more important than strategy...
Wake-Up - Take customer experience seriously! Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for money, and the best customer service. But now...
Employee engagement is a force that drives performance outcomes Top-performing organizations understand that employee engagement is a force that drives performance outcomes. In the best organizations, engagement is more than a human resources initiative -...
Sharing isn’t new As humans, we have shared since the start of time. But, collaborative consumption fuelled by the sharing economy has undergone an exponential shift in the last couple of years owing to fast...
Gap between success and failure - Closing the change management gap A study carried out by IBM on “Making Change Work” included the results of a survey from 1,500 Change Practitioners worldwide, the results were...
For generations, brands have successfully generated demand for goods and services. But is the disruptive power of the Internet disrupting even this? This would probably be an over-simplification. But! As Nielsen’s “Global trust in advertising”...
Many companies find it hard to transform themselves in difficult circumstances Many organizations spent the last two decades learning not to see change as a danger or challenge, but as an opportunity to manage it...
In the industrial age, a company’s business model didn’t change much In the industrial age, a company’s business model didn’t change much. The way a company would create, deliver and capture value could stay fairly...
"Mom and Pop" offered convenience The "Mom and Pop" businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers. The customers and the businesses...
Employee engagement remains a challenge for many companies Recently, Bain & Company analyzed responses from 200,000 employees across 40 companies in 60 countries and found several troubling trends: Engagement scores decline as employee tenure increases,...
Social media has become a mainstream communications channel Like it or not, social media has become a mainstream communications channel. What makes it so appealing for consumers is that it’s usually the shortest distance between...
Customer experience is becoming an important business differentiator We’re living in the digital equivalent of the Big Bang. Consumer technologies and behaviors – from in-store price checks on smart phones to social searching for products -...
