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Vive Le Tour

As the Tour de France grinds its way through the mountains in the second week we were considering it as a metaphor for life, for business life and for our careers. Watching these elite athletes perform at optimum levels through the toughest test in the cycling calendar is impressive to say the least. Clearly the sport has suffered its fair share of bad publicity over the years but nevertheless it...

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,...

Coping with Complexity

The general view on complexity is that it is a bad thing and that simplification will bring value by removing unnecessary costs. Here at Optimize we are Lean Practitioners but nevertheless we disagree with the argument that simplicity in itself necessarily drives value. When an organization views complexity as something that needs to be overcome, it is missing an opportunity. If on the other hand...

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