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Seven Driving Forces to Improve Customer Experience

1. Make Value Your Driving Force In the digital age, one thing is clear: the power of the customer will continue to increase. To win and keep customers in the face of fast-changing customer requirements, companies must continue to adapt their value propositions (the combination of your quality, service, and price). Excellent service is no longer enough to guarantee loyalty,…

The Importance of Seeing it Coming

In my travels this year, the one comment I’m hearing is “we just didn’t see it coming.” The grocery industry didn’t see it coming when Amazon suddenly jumped into their industry and 25 billion in market cap got erased overnight. An insurance company in California didn’t see it coming when the effects of climate change fueled a raging wildfire that…

Seven Trends Driving The Future of Innovation

Kraft Heinz’ stock is down 50 percent over the past 12 months, turnover in the executive ranks has increased, and the company’s inability to keep pace with changing consumer tastes is largely to blame. In an earnings call with investors, Kraft Heinz CEO Miguel Patricio observed that “we’ve been too focused on the present, and literally on firefighting. We need…

What I Learned on Summer Vacation

I used to think summer vacations should be a time to not think. Turn off the brain, tune out and drop off the map was the idea. Read a mystery novel or biography. Take a dip in a different pool. And above all, don’t follow the news cycle or get tethered to the goings on back at the office. Some…
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