From the Blog

The Question that Winning Companies Answer Very Well

by Tom DeCotiis

The most important question of enterprise success is asked by your most valuable customers: What will you do for me that is compelling and differentiating? One of the things that makes it a good question are the meaning of compelling – something that the customer has to have – and differentiating – something that the customer can get nowhere else. Thus, a good answer puts your company in the driver’s seat when it comes to the essence of success: Attracting and retaining customers.


Stopping "Never Events"

by Jennifer Yugo

Never events are serious preventable incidents that would not occur if accepted procedures and standards were followed.  Although often related to the healthcare industry, our experience in hospitality, aviation, and retail applies this idea to show examples of how never events can damage the customer experience and prevent you from achieving business results.