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Business Strategy

Growing Customer-Centricity

By on February 6, 2014

Many companies believe that they can develop a customer-focused organization through a command-and-control approach. The reality is that becoming customer-centered will never happen without a deep-rooted culture that allows it to flourish. Michael Jones, in The Roots of Aliveness, introduces a brilliant metaphor for business success—the ecology of a tree. Here’s how he describes the process […]

Big Picture or Small Picture?

By on September 5, 2012

Big picture thinking provides organizations with the best experience that the “picture” is changing over time. The behaviors of employees (executives and others) have a tremendously better probability of staying ahead of those changes by centering their actions and decisions on the biggest picture of all: customers.


By on June 11, 2012

Author: Nancy Duarte

Relevance for Customers

By on April 11, 2012

Organizations that become the “go-to” companies for information and expertise that their customers value are superseding the transaction-based model of customer connections by creating a network effect that is now far more important. That is the space which future customer loyalty will occupy.

What Will Be Different?

By on April 6, 2011

Put your organization on a journey that creates a customer-centered culture. Design a culture that is empowered to “own” the customer in every interaction. Where you are in two years will be dramatically different—and better.

How to Eliminate Customer Boundaries

By on October 6, 2010

Boundaries disappear with a customer strategy that is proactive and focused, not reactive. It should articulate a basic philosophy that aligns all employees and brings confidence and clarity to how they can contribute to stronger customer connections.

Customer-Centered Strategy

By on April 15, 2009

What if you developed a specific strategy that focused your organization on becoming more customer-centered? It would take your organization to a new dimension, where you will outperform your competitors in the eyes of your customers. Most companies tell themselves that their strategy is to make profits or maximize return to their shareholders. This is not a […]

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