Strategy

This is the sixth article that explores customer-centricity in today’s context.   It expounds on my fifth article on customer thought processes in a buying journey, “Significance of adequate service-product performance levels under disruptive conditions.” Customer expectations reside within a zone of tolerance that is related to desired and adequate service and product performance levels.  The …

Influencers of desired, adequate service and product performance levels Read More »

This is the fifth article that explores customer-centricity in today’s context.   It expounds on my fourth article on customer thought processes in a buying journey, “Aligning customer expectation, prediction with perception for positive Moments of Truth” Adequate performance reflects the minimum product and service level expected and could be accepted by both end and business …

Significance of adequate service-product performance levels under disruptive conditions Read More »

This is the third article that explores customer-centricity in today’s context. Moments of truth(MOT) describes the process that a customer journeys through in micro-moments that extends from the pre, during and post buying experiences.  It can be leveraged on for you to interact with a customer to form a positive impression and experience of your …

Six moments of truth to create a positive impression of your brand Read More »

Your organisational success relies on your ability to grasp and adapt to your ‘next normal’, and by understanding the implications of Covid-19 on your organisation. It is imperative to take cognizance of both your internal and external business environment, impact on your customer needs and expectations. They help to reduce uncertainty of salient organisational matters, …

Organisational diagnosis, anticipating changes & framework for scenario building Read More »

Have you assessed your strategic readiness for 2021?  Strategic readiness refers to aligning your strategy to your organisation’s assets eg. people, processes, information.  Good strategic alignment enables your organisation to gain competitiveness, especially important given these uncertain times and recessionary conditions that we undergo.      Strategic readiness, help to spell out your organisation’s goals and …

Strategic readiness in 2021 & ‘new normal’ Read More »

Many of us are still coming to grips with our lives and businesses as 2020 comes to a close.  The year started with the Covid-19 pandemic that caused chaos across the globe.  It forced many of us to rethink, reflect and reset our lives and businesses.  To date, there are more than 1.7 million deaths …

2020 reflections & our ‘new norm’ Read More »