Monthly Archives: July 2005
Business transformation
Business transformation requires fundamental changes in the business model, market offerings, in the way customers perceive them, and in the way employees and supply chain partners see the company and its market offerings. Transformation requires Internal and External Branding Transformation … Continue reading
Service businesses
Businesses like IT, Banking, Mutual Funds, and Insurance deliver pure services to their customers. Industries like hotels or airlines also have services as important part of their outputs. Despite large levels of automation, significant part of customer experience depends on … Continue reading
Internal branding & external branding
Business processes provide direct pathways for creating and delivering value to customers. Processes such as product creation, order execution, distribution, complaint resolution etc. have direct impact on customer experience, asset productivity, costs, and employees perceptions. Customer experience is brand image. … Continue reading
Internal branding
Internal branding is what employees think about your company and your products and services. Employees know a lot more about their company’s products and processes behind them. Therefore their perceptions can be leading indicators of how customers may perceive the … Continue reading