Service represents an intricate, multi-tiered procedure encompassing numerous individuals and technologies that collaborate harmoniously or encounter issues. In order to foster Innovation and enhance Customer Satisfaction, visualizing every step and participant, from customers to third-party vendors, is essential. This is where Service Blueprints play a crucial role. Just as the name implies, the Service Blueprint […]
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4 Actions Framework
A multitude of industry sectors find themselves ensnared in relentless competition as organizations strive vigorously, frequently contending over identical attributes, all the while presenting comparable goods or services. This fiercely competitive environment has clear and accepted boundaries with well-defined competitive rules. Companies strive to surpass their competitors and capture a larger portion of the product […]
McKinsey’s Three Horizons of Growth
Organizations undergo different phases of development. Some reach maturity and then decline over time, whereas others just fade away in the startup phase. A few businesses, however, evade collapse and maintain growth for years. They keep surprising their customers with novel product or service offerings. They accomplish this by allocating dedicated resources, investment, time, and […]
Jobs-to-Be-Done (JTBD) Growth Strategy Matrix
Competing in this cutthroat environment demands unique strategies. After identifying a customer group, organizations have to decide which of them they should target and how. There is a need to ascertain the full range of customer jobs that have to be completed (including both their underserved and over-served needs). Leadership should now consider and select […]
Customer Development Model (CDM)
In today’s business environment, there are many startups that have not yet reached the level of being fully established companies. This situation can be attributed to various factors, including ideas that do not gain traction, insufficient funding, and inadequate customer analysis. During their initial stages, startups make speculative assumptions concerning their Business Model. These assumptions […]
Jobs-to-Be-Done (JTBD) Theory
Most Innovation efforts fail because of a lack of understanding of customers’ needs. The enormous amount of data available today should have made it easy for organizations to capture what customers hope to achieve. However, this is not the case. Almost everywhere, data is being used to find correlations instead of causation. The Jobs-to-Be-Done (JTBD) […]
RATER Model
Providing effective customer service necessitates comprehending how the customer’s mind works and what drives their choices or actions. Measuring and improving service quality is crucial for enhancing Customer Satisfaction, Customer Loyalty, and overall business success. This involves collecting customer feedback, analyzing performance metrics, and implementing targeted strategies to enhance Customer Satisfaction and exceed their expectations. […]
Symantec’s Rapid, High Engagement, All-employee Cascade (from the Accelerated Corporate Transformation Method)
Editor’s Note: This article provides a thorough introduction and overview to a 5-minute video case study of Symantec’s Corporate Transformation process led by Robert H. Miles, former Harvard Business School professor and the world’s foremost expert on Corporate Transformation. Watch the full lecture on YouTube here. Dr. Miles also has released a comprehensive Flevy Executive Learning program […]
The OODA Loop
Decision Making is critical for every business. Military strategists apply their training and experience to devise battle plans and make quick decisions aimed at achieving specific objectives. Military strategies, concepts, and practices have found widespread application in businesses as well as everyday life. Writings, memoirs, and experiences of famous military historians and strategists—such as Sun […]
The Rapid, High-engagement, All-employee Cascade (from the Accelerated Corporate Transformation Method)
Editor’s Note: This article provides a thorough introduction and overview to a 14-minute lecture by Robert H. Miles, former Harvard Business School professor and the world’s foremost expert on Corporate Transformation. Watch the full lecture on YouTube here. Dr. Miles also has released a comprehensive Flevy Executive Learning program on his Accelerated Corporate Transformation (ACT) […]
Liddell Hart’s 8 Maxims of Strategy
Sir Basil Henry Liddell-Hart (October 31, 1895 – January 29, 1970) was a British strategist, historian, and one of the world’s foremost military thinkers. B. H. Liddell-Hart was a prolific writer and wrote extensively on military strategy and tactics. Liddell-Hart’s work titled “Strategy” is considered one of the most important works on military strategy of […]
Design Thinking Driven Problem Solving and Innovation
“Design is not what is looks like or feels like. Design is how it works.” – Steve Jobs Design Thinking: An Introduction Design thinking is a problem-solving approach that is becoming increasingly popular across various industries. It is a user-centric approach that involves understanding the needs, wants, and behaviors of users to create innovative solutions […]
