Executive with a Track Record in Developing Growth Strategies and Solutions: I have devised and implemented winning strategies that have opened up new markets and business opportunities. I have developed strategies that address customer/market needs, secured buy-in from executives/board, motivated the functional organizations to deliver and launched successful products & business models.

 

Family Man: I enjoy spending time with my beautiful wife and two lovely kids. As a family we are a good mix of outdoors and indoors. My son and I are pretty much outdoors and sports oriented while my daughter and my wife like the indoors. This diversity of interests helps us maintain good balance in our lives.

Category: Strategy Frameworks

There are 3 posts published under Strategy Frameworks.

Customer Experience: Nine factors that impact customer experience

The above slide show gives you a brief overview of this topic, while the blog below gives longer narrative. Download a free chapter from my book for even more details.

Many of us have had customer experience horror stories, either that of your cellphone not working when you have a flat tire, or that of being stuck at an airport for hours or many other such situations. After each of these situations we wonder if the company cares about us as a customer and do they really need our business.

On the other hand, companies are trying to solve the puzzle related to delivering best-in-class customer experience. They have leadership roles focused on “Customer Experience” and have it as part of their core strategy. They are hoping to solve this puzzle and become a brand loved by customers.

So how should a company solve the customer experience puzzle in a way that is easy to understand, some way that would help them differentiate themselves against the competition.

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Don’t Be Surprised By Your Customers – Maker’s Mark Case Study

I wrote this post for Jeffrey Baumgartner and it was posted in his 103 report on 7/3/2013

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makers-mark-bourbon-290x290Mid February 2013, CEO of Maker’s Mark, Rob Samuels was preparing to reverse the biggest marketing blunder in the history of this company. Their decision to water down their bourbon from 45% alcohol content to 42% alcohol content was not received well by the market. This resulted in a backlash from their loyal customer base and gave competitors an opportunity to attack them. more

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Strategy Frameworks for Innovation

Strategy and Innovation go together. The former sets the vision and goals to aspire, while the later provides the execution power needed to meet the goals.

Strategy also helps define innovation as it helps in answering the following questions:

  • Does the company need to grow organically or is inorganic growth a better option?
  • Does the company need to build, buy or partner?
  • Is this the right time to innovate?
  • What kind of financials should the company expect?
  • What is the right time frame for profitable innovation?

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