Category: Customer Focus
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How Leading Innovators Build Growth Engines—And How to Engineer Yours
Bain & Company’s 2025 Innovation Report emphasizes that true innovation success relies on systemic discipline rather than mere inspiration. The Perpetual Innovation Machine (PIM) framework operationalizes this by integrating innovation as a core strategy, emphasizing measurable ambition, resource prioritization, and human insight, ultimately transforming innovation into a sustainable process for growth.
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AI Doesn’t Grow ARR
Most “AI-powered” consulting and advisory is just fast reporting. Pretty charts. Generic playbooks. Zero execution help. That’s AI as a substitute—and it won’t grow ARR. You need partners that: • Interpret trends, not just spot them • Identify causes, not just correlations • Co-create change that sticks The “Heavy Glass” Problem A former manager of…
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Unlocking Breakthroughs: Why Your Transformation Needs a Patented Approach
You cannot cross-sell, upsell, or renew a dissatisfied customer. Few executives would dispute that. Fewer still act on it. Why? Because most organizations feel like they are flying blind—armed with Net Promoter Scores (NPS), CSAT results, or Customer Effort Scores (CES) that provide a number, but have little idea on how to make the feedback…
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The Cost of Complacency
Across industries, the era of incremental change is over. Survival now depends on reinvention at scale. More than half of the companies that anchored the S&P 500 in 2010 no longer appear on the index. Household names like Sears, GE, and Kodak—once symbols of dominance—are now case studies in the cost of complacency. Let that sink…
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Why is aligning your organization to deliver outcomes so difficult?
Suppliers need to make a conscious choice to break with the past – aligning your organization to deliver business outcomes won’t happen on its own. You would think that focusing your organization on achieving outcomes would be as fundamental as getting up in the morning. But it’s not. Here’s why. Make, Sell, Ship . .…
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Worst to First: Everyone loves a turn around!
Everyone loves turnaround stories. They give us hope. They tell us that no matter how bad things are now, change is possible and that greatness is just around the corner. They provide inspiration and reward loyalty. Even though our team hasn’t been to the playoffs in 14 years, our loyalty will be rewarded and this…
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Praise for The Perpetual Innovation Machine
Take a look at what executives and thought leaders are saying about The Perpetual Innovation Machine, a book that describes a holistic approach to management which uses data-driven analysis, skillful prioritization, inspiring leadership and the ‘lost art’ of employee engagement to achieve exceptional results. Competition in the 21st Century is about ‘innovation as a mindset…
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To Stretch or not to Stretch: How stretch goals can help build an innovative culture.
The use of stretch goals is critical to building an innovative culture and driving breakthrough performance year after year. Why? You can’t drive a business breakthrough with incremental progress and modest aspirations. A sky-high goal is needed that will require an organization to invent a new solution. Even when the stretch goals are not achieved,…
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The Difference Between Service, Satisfaction, & Loyalty
In an attempt to create a loyal following, Leaders are often disappointed because they confuse the concepts of Service, Satisfaction, and Loyalty. While error-free service and pleasant interactions are key components to any product offering, loyal customers are the only ones that can help you grow your business (see Raising the Bar on Customer Satisfaction http://wp.me/p28Mqi-7) and create…