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AT&T’s business model Achilles Heel
Do your processes create a winning or losing customer experience? Protected markets are great things, while they last. But when they end, the protected companies pay a huge price. Do you remember when...
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Insurance solutions, fast from a model business model
The advertising worked! Here’s the situation: Just sold my Wisconsin home, my car in Wisconsin is about to be sold and I’ve yet to purchase a new one in my new home state. So I’ll lack car insurance. I...
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How business models shape customer experience – a tale of two brands
In a crowded 4 star NYC hotel market, Kimpton's 70 Park becomes one-of-a-kind through delightful customer experience US Airways and Kimpton Hotels both compete in very crowded market spaces where...
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Are your business model strategy and marketing communications aligned?
A dangerous canyon often arises between business model strategy and marketing. Separate roles, meetings, deliverables, timetables, personalities and consultancies exist on each side of the divide. When...
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Pulling weeds to improve the customer experience
Grrrrrr….. Are your customer touch points creating frustration or delight? How often have you ended up raising your voice with a customer service representative or an automated voice system? It happens...
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