Great Customer Service
A type of post I do not do often is reviews of businesses. However, I wanted to pass on a great experience with a growing auto service company that is growing throughout the United States – Christian Brothers Automotive (CBA). CBA provides general repair, inspections, and all the services you would expect from a service […]
Credibility
One of the most important aspects of followship and leadership is credibility. Credibility is neither awarded or won, it is earned. The formula for building credibility is through authenticity and trust. To earn the credibility of others you must be willing provide that authenticity and trust to others in advance. A word that is used […]
Rain Diverters
Over the years we have seen a steady stream of data relating to global warming. One important component of climate change that does not receive it’s fair share of media time is the water shortage, or the need to provide clean drinking water to every corner of the world. There has even been discussion of […]
Coins on Headstones
The Meaning Behind Coins on Military Graves Memorial Day is a time to honor those who made the ultimate sacrifice for our freedom. During this time, ceremonies honoring those brave men and women who gave their lives for our freedoms are conducted at veterans’ cemeteries across the country. What is the meaning of coins on […]
Transformational Change
We are in a time of rapid change, both personally and professionally. Although COVID has retreated to a place outside our recent memory, the effects on us personally as well as work environments will never be the same. Just when we felt we had recovered from COVID, AI entered the scene. The technology will no […]
From Basic to Advanced Services
I came across this exceptional diagram that illustrates the evolution of a servitization model. This diagram succinctly demonstrates how a manufacturer who is product focused can evolve their portfolio into an outcome-based model. The authors divide the evolution into three steps: In a market where digital services have become a strong focus, the authors state, […]
Servitization and Product Lifespan: The Missing Link
Manufacturers have instituted servitization programs across many industries in an effort to recoup service revenue. Under this philosophy, manufacturers position themselves to be the service provider of choice for their own equipment as well as competitors. This method of revenue generation requires a shifting in earning logic. A shift that requires a fundamental restructuring of […]
3 Stages of a Successful Digital Transformation
Most digital transformations fail. Various studies from academics, consultants, and analysts indicate that the rate of digital transformations failing to meet their original objectives ranges from 70% to 95%, with an average at 87.5%. Yet, digital transformation has been at the top of corporate agendas for at least a decade and shows no sign of slowing down. […]
Net Promoter Score, is it just about score?
Net Promoter Score (NPS) and Customer Weighted Value (CWV) are two commonly used methods that firms use to evaluate their performance. Each system has advantages and disadvantages, which are staunchly defended by the believers in each. We all can envision the need for an organization to receive feedback regarding products or services. Detractors in each […]
Still Available?
My son Joshua is a student at Texas A&M and is also in the NROTC program. He is in Norfolk, VA for his summer cruise on a fast attack submarine. He visited the Navy Exchange and snapped this picture for me. Is it on display because it is so old they did not want to […]