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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…

Optimize Blog March 5, 2018

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…

Optimize Blog February 26, 2018

Serving for the Match

Most people would agree that there is some value in providing good service. An abundance of literature exists that state great customer service makes a company more…

Optimize Blog February 13, 2017

Cracking Complexity

We view complexity in two ways. First there is the institutional complexity – which results from the number and types of interaction within the organization. This…

Optimize Blog June 6, 2016

Falling in Love with Your Customers

Some time ago we wrote a paper entitled “a man who doesn’t smile should not open a shop”. The paper was concerned with the importance of customer service and…

Optimize Blog May 29, 2015

Customer Crazy

We have just read a report [1] that states that 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience.…

Optimize Blog December 11, 2014

Is the Patient Sick?

In trying to understand how companies can produce sustainable high performance we can use the metaphor of human health which improves when cared for but deteriorates…

Optimize Blog December 4, 2014

Blind Faith Hits a Wall

We wrote a paper some time ago based on the old Chinese saying that “A man who doesn’t smile should not open a shop’. For those of you interested you can find…

Optimize Blog July 24, 2014

One and Done

Statistics consistently reinforce that the biggest challenge in today’s customer facing business environments is employee training. The reality is that losing…

Optimize Blog July 3, 2014