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Kung Fu for Business

Recently here at Optimize we were thinking about business philosophy and the links to leadership and organizational culture. I’m not sure too many of us spend a lot of time thinking about our business philosophy – for many it is an innate thing but as consultants we do come across a number of different philosophies. Some are hierarchical and based around command and control and at the other...

Moments of Truth

Customers have never had higher expectations – or been more empowered than they are today. How you respond to, and take care of, your customers across all of their interactions with the organization and across all media and channels is critical. We call these interactions ‘moments of truth’ where the opportunity exists to delight or disappoint the customer. Customer needs change over time,...