Strategic Acceleration Through Operational Alignment

Philosophy:  Our primary focus is to drive growth by aligning the strategy with the culture of the firm.  The culture is observed by measuring the perceptions held by customers, employees, partners and suppliers.  One can drive alignment by measureing the experience gaps in any area then work to eliminate these gaps.  It's a process called Expience Management and is most effective with customer perceptions.   We follow the frameworks that have been defined by the most highly regarded business books of all time, including Good to Great, 5th Discipline, The Ultimate Question, Michael Porter's works, to name a few. Stakeholder buy in also develops naturally during the iterative process identifying and eliminating experience gaps. Ultimately the company will pursue a strategy that is supported by the culture, because the culture helped define the strategy. This alignment, supported by empowering technology, drives buy in and ultimately strategy acceleration.

We provide growth oriented strategy guidance to enlightened firms. Ideally positioned to provide guidance and programs to firms which desire a strategy based on customer experience, company culture and intelligent innovation. We have unique experience in member services, real estate and financial services, in addtition to our involvement in a broad range of industries which  enhances our creativity and adaptability
 
Our approach is to establish a strategy aligned across the enterprise, ultimately facilitating front line execution of priorities that lead to realization of the strategy. 
  1. Culture trumps strategy, therefore strategy execution depends on cultural alignment.
  2. Align strategy with all stakeholders to achieve maximum velocity
Net Promoter Systems (NPS tm) are critical to most engagements.  Leveraging the ultimate question as a key element of the closed loop process ensures continuous improvement of the company aligned on customer centric priorities.
  1. Front line immediate remediation and customer relationship development.
  2. LOB enterprise resource planning establishes consistent improvements across the company
  3. Financial impact analysis informs the prioritization and scale of investments such that the ROI of your programs ensures their continued success.
  4. R&D integrates customer perception data into the enterprise data to generate profitable innovation.

"Net Promoter Score" and "NPS" are registered trademarks of Fred ReichheldBain & Company, and Satmetrix.

 
 
The Essence of a Closed Loop Process