Yesterday's Conventional Wisdom Doesn't Work Anymore
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Business conditions are changing. And the speed of that change
is accelerating. By the time a strategic plan can be devised,
the premises on which it is based often have changed. Today, strategic
action and constant improvement are the keys to creating and sustaining
a competitive edge.
Business winners focus obsessively on customers. They sustain
a strategic edge by giving customers more than they expect. They
make things that work, provide and respond to customers, innovate
faster and constantly add more and more value to their products
and services.
In this upside-down world of ours, however, commonsense has become
uncommon. Think Customer works in partnership with top management
to deal with today's new uncertainties by the application of uncommon
common sense.
We believe -
Creating a sustainable advantage is a continuous process,
not a one-time event.
Continually asking new questions is more important than giving
formulized answers.
Knowing what's commonsensical is simple; doing the commonsensical
consistently and continually is the tough part.
Create A Customer-Obsessed Organization
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If you're committed to being a leader in your industry, if you're
committed to distinguishing yourself through superior quality
and service - then you know that your organization faces major
changes over the coming months and years.
- You may need to revolutionize the way you gather information
from your markets.
- You may need to rethink the way you create value for your
customer.
- You may need to institute sweeping new quality and service
measurement and reward systems.
- You may need to restructure the way your organization gets
its work done.
- You may need to find radical new ways to solve customer problems.
On the one hand, designing and managing dramatic change is never
simple. On the other hand, Think Customer has discovered approaches
that make the process of change smoother - and that achieve more
productive results . . . faster.
Our speeches, seminars, and consulting services, are specifically
designed to assist your organization in making the bold changes
needed to gain a strategic competitive advantage. Our approach
is not based on outdated or trendy theories, but real world, tested
ideas, tools and processes designed to inspire your organization.
Our Common Sense Approach is Uncommon
- Do you know what your customers really value?
- Do your day-to-day actions show your commitment to superior
quality, exceptional service, and constant innovation?
- Are you committed to radical change?
If you're already committed to being an industry leader in providing
superior quality and service, ask yourself these questions to
see how well you're practicing uncommon common sense. Learn how
our consulting processes can work for you and how you can translate
your commitment into immediate action and lasting results.
First-hand experience is the best teacher. To know your customers
means having continuous face-to-face contact. The only way you
can know what customers value is to be out there all the time.
Listening.
How do you get in touch; how do you stay in touch? No one can
do it for you, but we can help get you going and keep you going.
We start by conducting hard-hitting focus groups and one-on-one
interviews with customers and team members to discover how your
perceptions match those of your customers. Together we work to
identify your strategic uniqueness. Then we explore a variety
of techniques that the best companies use to stay in touch - customer-listening
tours, mystery shoppers and qualitative and quantitative measures
- all with a focus on taking immediate action. Because we believe
that to be number one, you have to think and act like number one.
Actions do speak louder than words. If you want everyone in your
organization to be obsessed with providing superior quality, service
and constant innovation, you must walk it, talk it, live it, and
breathe it yourself---every moment of the day.
It is difficult to see ourselves as customers do. Think Customer
consultants help you evaluate how well you're doing by talking
to your customers and team members and by watching the messages
you give about the efforts you really value.
Every 30 days we review what's working and what's not. We evaluate
results and challenge you to commit to actions for the next 30
days. Our purpose is to continually help you achieve your business
goals.
It's common sense that systems should promote, not discourage,
superior customer service, constant innovation and the involvement
of people at all levels. It's uncommon sense to be passionate
about this - to have as your sole criterion for implementing every
policy and procedure: "How important is this to meeting my customers'
needs through our team members on the front line?"
How far are you willing to go? Are you willing to totally revise
your performance management system? To reward unsuccessful tries?
To change your compensation program? Eliminate red tape (i.e.
90 percent of policies and procedures)? Give responsibility for
hiring and firing and quality control to work teams?
We help you evaluate how well your systems support your goals
and dramatically simplify systems so you can focus on what's really
important.
Testimonials
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"Sue has coached our company through a revolutionary transformation
leading our team through complex challenges, many of which fell
outside the "rule book" of total quality. She has significantly
improved our company's alignment, processes and bottom-line results."
- AGA
"Sue has been a key consultant at Herman Miller during a critical
juncture in our corporate life. She functioned as a leadership
coach, helping us think through critical issues around focusing
on the customer. She was relentless in her commitment to helping
us understand the depth of commitment necessary to create the
customer focused organization we desired."
- Herman Miller, Inc.
"I would like to thank you again for your commitment to Datatec
and the incredible change you initiated and coached us through.
We are currently satisfying 95% of our customers! Your guidance
has enabled us to increase our growth rate and our profitability."
- Datatec Industries, Inc.
"Sue Cook's coaching for the United States Air Force Medical
Service Customer Satisfaction Task Force . . . is truly changing
the culture and attitude of thousands of people. Her innovative
ideas, sense of humor, and true understanding of customer service
are instrumental to the success of this endeavor."
- US Air Force
"Since we first worked together when you were at the Tom Peter's
Group, you've been that special kind of consultant CEO's do not
forget. Your most remarkable trait is that you not only solve
company problems but you teach management how to solve them in
the future."
- GardenRidge
“Sue functions as a leadership coach, helping us think through
critical issues around focusing on the customer. She is relentless
in her commitment to help us understand the depth of commitment
necessary to create the customer-focused organization we desire.”
-Michele Hunt, author The Dreamakers, former
VP Herman Miller & Federal Quality Institute
