Archive for December, 2011
Last month I delivered a keynote speech to a group of business leaders in Athens, Greece. The HMA had adopted the concept of replacing the old concept of trying to do “more with less” with the concept from our book, “doing more ON less.” I loved the signage for the event. The concept of “more with less” is completely overused and in crisis situations just results in lots of under-funded activities, diffused leadership attention and gridlock of any progress. Doing “More ON Less” is about reducing the focus to the highest impact activities, concentrating funding on those items and focusing leadership attention on just a big initiatives. Here is how the idea of transforming through “More ON Less” could be applied in Greece today. (more…)
Free mini-ebook on Customer Experience
At a recent inaugural meeting of the Customer Experience Professionals Association (CXPA), a group of professionals in customer experience, including executives from Cox Communications, Sprint, Fidelity Investments, and UPS gathered in Boston to discuss the latest trends and tools in the field of Customer Experience.
One of the top unanswered issues was, “how can we get Customer Experience to be on the strategic agenda for CEOs and other top executives?” Some people were concerned that the tactics of re-engineering customer service touch-points might overshadow the strategic value of creating a customer experience that is amazing, unique and memorable and drives revenue growth, premium margins and customer loyalty. (more…)
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Michael Kanazawa shares recent insights and tips about the no-nonsense, results-driven approach to driving business breakthroughs found in his new book Big Ideas to Big Results.