Skip Prichard

JUNE 26, 2019

Poor customer service is a killer of customer loyalty. If the overall experience doesn’t please and excite the customer, a company is hard-pressed to outsize its strategy. I have sat through many strategy meetings listening to bright leaders dream up bold plans without vetting their financial feasibility.

Strategy 80

Strategy SWOT Company Customer Loyalty 80

Harvard Business Review

APRIL 8, 2015

Profit maximization (short-term): A shipping company increases freight rates by 50% to benefit from a capacity shortage in the market, even though doing so will strike customers as exploitative and damage loyalty. Individual objectives often are not aligned. But the confusion runs deeper than that.

Balanced Scorecard 8

Balanced Scorecard Company Price KPI 8

Harvard Business Review

NOVEMBER 22, 2017

For every company wrestling with evolutions in its strategy, success depends as much on matching the operating model to those evolutions as it does on the soundness of the strategy itself. First, they’re grounded in facts in order to bring that needed objectivity.

Strategy 8

Strategy Company Banking Apparel 8