Monthly Archives: July 2018

Drafting strategy in a simple step by step approach

Did the Greeks when they won the battle of Marathon have a strategy? Yes!

A strategy is an essential piece of the puzzle for success; without it we allow external competitors to hit and hurt our business. Yet, many businesses do not have a strategy at least explicitly.

Much has been written about strategy from various angles and depths, in fact, so much that it made the adoption of strategy more obscure instead of clearer. The result is that most of us think that we know what strategy is about but, at the same time, lack the capacity to take concrete steps to shape it and put it into practice.

Below we present by way of example a simple step by step approach to highlight how we can draft a meaningful strategy and a strategic action plan based on the work we did for a client. The sequence, overall, is important. The content of the 3rd column of the table has of course been modified and some pieces are omitted for reasons of confidentiality. The strategy questions are in column 2 and the individual company’s responses in the last column.

Strategy Question topics

Mission – Why we are in business
To take people to their destinations

Values and Beliefs – by what standards we will operate

Dominant behaviour

Vision – How we would like to be seen in the future
No 1Preferred provider

Strategy statement components

Objectives – the pylons our vision rests upon
Train stopsTrainsStaff (……………………………..)

Scope – Where we will compete
Train servicesLondon- Paris – Berlin

Our advantage
Relationship building with staff and externalsManagement personally involvedKnows the business

Our competitors’ advantage
Bigger operations – cross-financingMore OPEX & CAPEX – modernizes easierMore in control of [...]

By |July 27th, 2018|Uncategorized|0 Comments|

How can Customer Service and Company Efficiency be Aligned for Sustainable Profitability?

If you are not a company like Apple and Google or another innovative enterprise working in blue oceans, and like most, you are in a red ocean with tough competition, you cannot ignore the efficiency factor when you are delivering customer service, in other words, you cannot seek solely customer service excellence without regard to the cost consequences, and the thriving of the company.

Faced with what may seem like a dilemma?

But, it need not be that customer service and efficiency are pulling in opposite directions. The dilemma exists for those that face the matter superficially. For those prepared to deeply examine it, from dilemma it becomes a challenge: How to get the two aligned and mutually supportive.

How then can a company become both? Accept that the middle road and the lukewarm status quo many companies find themselves in is not a satisfying state of affairs.

For a successful business, you have to work on the two simultaneously and to make the one feed the other.

So, on the one hand, you have to become a robust company by shedding excesses, slimming procedures, emphasizing and doing what matters and not what was in the past usually done, delegate to upgrade responsibilities and align deeds and actions with strategy and most importantly raise management and leadership to levels that will glue the company together.

On the other hand, pay attention to the customer service side: work on the culture and Introduce “customer experience” as a guiding beacon for your people; make customer handling not a wasteful unproductive activity of endless listening and aimless conversations but turn it into understanding customer needs that will form the basis of customer problem resolution and subsequent customer delight; learn to adapt to the [...]

By |July 20th, 2018|Uncategorized|0 Comments|