Competition

Competition is fierce and growing. The dynamic market and internet access to abundant information ensures that no technical advantage is sustained for long.   To keep pace with the market, competing companies react to one another by offering comparable solutions while struggling to differentiate themselves. Often this results in declining prices and margins. Monitoring your competitors is essential, but it tends to make a business more reactive than proactive, which can complicate goal achievement and cause you …

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Selling or Solving

Rising inflation is driving a greater emphasis on price over value creation in negotiations. It’s not just the dramatic, unpredictable cost increases that are impacting your customers’ decisions, but also the sense of higher risk related to uncertainty, that cause the short-term, price-first perspective to prevail over the longer, strategic view in your customers’ buying process.  Focusing on price as the primary decision factor has the advantage of being clear, direct and easy to evaluate. Everything is …

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Finding Talent

Businesses are struggling to find and hire talented people. Job postings cite requirements and experience levels, which translates to expertise. Companies hire for expertise.  But not all expertise is equal. Attracting and retaining the most talented people, those with the highest level of expertise, is expensive and time-consuming; and it can be risky if the person hired ultimately isn’t the right fit for the business. So, most companies design jobs that can be done reasonably well by a person …

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Cultivating Dialogue

It’s understood that communication is an essential ingredient of effective leadership. What is less often realized is that two-way interaction, dialogue, is the most impactful method of communication for influencing those you seek to lead. The word ‘dialogue’ is actually a contraction from the Greek words for “through” and “words” which suggests a focus on discovering meaning. The ancient Greeks learned that people reasoning together, rather than as individuals, are more likely to uncover the …

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Navigating Disruption

Today’s tech driven world appeals to our search for predictability. We have instant access to an abundance of information, perhaps too much of it. We’ve come to expect consistency from the brands on which we rely; Starbuck’s coffee is the same worldwide, and Amazon will deliver your package as close as possible to tomorrow.  But working against this predictability, and undermining its expected outcomes, is the persistent disruption of routine, perpetual change that challenges us to repeatedly …

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Customer Experience Value

Relentless disruption during the past couple of years has elevated the value of excellent customer service. Those who thrive in delivering exceptional customer experiences have increased satisfaction by ensuring that the benefits of their offerings go beyond resolving the customer’s immediate need, to creating value that accelerates that customer’s progress.  Such experiences build enduring relationships which subsequently provide insights about trends, changing customer demands, feedback on strategy, and innovation opportunities – all valuable inputs for …

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Improvements Accelerate Progress

Building enduring customer relationships mandates that your business consistently creates value for customers. This involves more than introducing new products or delivering exceptional serviceexperiences. Increasingly, this value emerges from your efforts to improve the efficiency, responsiveness and agility of your business.  Continuous improvement accelerates your progress and strengthens the sustainability of your business. In addition to the expected benefits of greater customer loyalty, increased profitability and more revenue, pursuing improvement expands your capacity and enables your people to gain …

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Commitment is More than Consensus

Achieving strategic goals requires a team commitment. Commitment is more than consensus. Pursuing consensus, or shared agreement, can be alluring because it’s more expedient than the hard work of securing commitment on a goal or critical business issue. It avoids confrontation to preserveharmony, enabling team members to surrender to the majority opinion rather than exposing themselves to the risk of expressing their views. Without the whole team engaging in the healthy, essential discussions about conflicting …

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Customers Value Options

When your customer comes to believe that you understand their business, and care about its success, then you’re on your way to building an enduring relationship.  Their belief is grounded in your proven delivery of solutions that create value for them, solutions that resolve a short-term need while contributing to the achievement of their longer-term goals. Thisenables your solutions to become investments in their future rather than one-time transactions.  Ensuring that your solutions create value rests on your ability to …

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Agile Leadership

As technology continues its rapid, incessant evolution, complexity and unpredictability grow in the marketplace, causing your customers to constantly assess and react to shifting market trends. Your ability to remain a valuable partner to them depends on how accurately and consistently you anticipate their changing needs, and then, how quickly, efficiently and profitably you adapt to them.Anticipating change, challenge or opportunity, and then responding with urgency and certainty when they appear, is what defines agility. …

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