WHAT IF AN ORGANIZATION REALLY COULD change behavior?
This is what we understand. This is how we help large corporations.
The weakest link in organizational change efforts is the actual behavioral adoption, and with it, the cultural transformation that is the ultimate goal. We start here. For we understand the specific hurdles to behavioral change that prevent individual contributors, leaders, teams, departments, and enterprises from adopting lasting change. That understanding informs everything we do, and every way we help clients. We help clients remove those hurdles and barriers and speed the adoption of practices, behaviors, processes, and thinking that creates next-level culture and drives new numeric outcomes.
Industries
Technology. Disruptive pressure from multiple directions is forcing technology companies to become far more agile and responsive in every sphere. Innovation and growth are now asymmetrical. The companies that can respond, pivot, and innovate faster than their competitors own the future.
Financial services. Regulatory pressure, coupled with an emerging Millennial generation who relate differently to financial services firms, is forcing companies to accelerate best practice adoption while innovating toward longer-term changes that drive new growth—rather than obsolescence—as they move forward.
Hospitality. Superior customer experiences are no longer something to aspire toward. Competition within traditional market spaces, along with that which comes from non-traditional directions is forcing firms to master what can be controlled while reinventing themselves to adapt to continually evolving consumer tastes.
Other service industries. Outstanding service is the “controllable constant” for every company that serves consumers. Companies cannot control competition and changing consumer tastes, and face constraints with capital outlays. Outstanding service is the one unchanging “constant.” Customers always have and will demand great service, and they will disproportionately reward companies that distinguish themselves here. Companies that continually up-level the quality of their field leadership, management, and customer service, position themselves to maximize all other investments the company makes to drive the business forward.
Capabilities
Enterprise Agility (beyond Change Management). We help clients unlock competitive advantage through becoming masters at systematic, ongoing, behavioral-adopting change, driving near-term business outcomes and creating enterprise agility. The big win of enterprise agility is its enabling of an organization to respond to unpredictably-appearing opportunities in their marketplace faster than competitors.
Sales/revenue growth. We help clients drive broad behavioral adoption of the best practices of their top tier, unlocking top-line growth.
Operational efficiencies. In similar fashion to sales/revenue initiatives, we help clients drive broad adoption of the practices that map to operational efficiencies, driving bottom-line growth.
Customer enhancement identification. When a corporation learns that it can—and is enabled to—change behavior, a world of new opportunity opens to it. We help companies identify customer enhancement opportunities by combining deep customer research, field behaviors that drive those behaviors, and organizational mapping to create a cafeteria of specific options to enhance the customer relationship in defined ways, through specific groups, with numerics attached.
Customer Service. In every service-oriented business, a superior customer experience is the “controllable constant,” and we help companies up-level customer service in the ways that drive up loyalty and increase their top- or bottom-line, based on need and desire.
Leadership Development. It is our perspective that leadership quality is central to the success of every organization. Whereas most of our engagements involve leadership activation and improvement in key ways, we also help companies who want to directly up-level their enterprise leadership strategy, development, and training.
Behavioral innovation labs. Large enterprises have massive capacity to unlock behavioral innovation, if approached strategically and systematically, within their own field force. We help organizations unlock this potential by the creation of behavioral innovation labs, and link these innovations into existing training structures and field execution.
Client Enablement
Thought leadership. Innovator Seth Godin told our CEO that innovation today comes from connecting existing ideas in new ways. By bringing clients thought leadership that is pointed toward overcoming the hurdles and barriers associated with behavioral change, and deep insight into how to create environments, programs, and alignments that speed behavioral adoption, we provide clients new data points that help them craft new ways forward.
Beyond thought leadership: from concept to outcome. A true differentiator is our ability to work with clients beyond thought leadership. Rather than leaving a client with an assessment, we encourage (when applicable) engagements where we help clients shepherd the entire challenge, situation, or opportunity from concept to outcome.
Institutionalizing expertise. Deep engagement that includes working with clients to implement and drive desired outcomes lays the foundation for a long-term institutionalizing of our expertise into the systems, processes, programs, and culture of the organization.