Mapping the Customer Journey

Jun 7, 2014 | No Comments

After years of operations management, I’ve seen first-hand how easy it is for an organization to say that it is committed to customer experience excellence, but the effectiveness truly depends on leaders who can define and articulate the strategy and implementation. Critical to market positioning and growth is a thorough understanding of the ‘how, why,

Know when it’s time to change your business model

Oct 18, 2013 | No Comments

Your business model is the pathway to cash flow in and out of your business – with consideration of purpose and timing – that determines whether your company will be viable, grow or potentially wound down. It is the economic foundation of business. There are several ways to define your business model, and there are