Decision Quality
The biggest idea I think I've seen in my business career is decision quality. After years of doing all sorts of consulting and training assignments, I was often left with a nagging sense of wonder . . . did we really do the right thing? Did we, or I, or the client, make a good decision to do this or not do that, to implement this strategy, or to undertake that program? For the last several years, I've devoted a considerable amount of energy to those questions and one other . . . how to make high quality decisions quickly. I'm more than convinced that it can be done. The work I'm doing in this area can be found at www.decision-quality.com.
Customer Experience
Over the past couple of years, I've gotten some notoriety for the work I've done and the words I've expended in service of the customer experience. I've recently penned a quick essay on the topic called "It's About The Customer, Right?"
Customer Relationship Management
I spent a year as the Chief Knowledge Officer of customer relationship management software company. I'm not convinced that companies are delivering a discernibly better customer experience as a result of all the money that's been spent. I'm also not convinced that companies are any more customer centric for having bought all that gear. I've written two essays on the topic.
Thinking About CRM
CRM Musings
Go-to-Market Strategy
A go-to-market strategy is a coherent set of choices that align your people, processes, products, premises (physical and virtual channels), and partners to deliver your brand promise, the desired customer experience, and tangible value. You need answers to these three questions:
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What is your current go-to-market strategy(s)?
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What should it/they be?
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What do you need to do on the demand side, supply side, and infrastructure of your business to deliver a better customer experience, more customer value, and more revenue quicker?
I've written a 41 page whitepaper on the topic called "Choosing A Go-to-Market Strategy." If you'd like a copy, email me at kevin@kevinhoffberg.com.
Leadership Journey
Life is a journey. So is business. Those two sentences are so trite they're almost embarrassing to write. Except that managing what I call the "four journeys" is the single most important thing you as a leader can do. I've put some of my thoughts down in the following essay:
Many clients, most of whom will still take my call
After something like twenty-five years of consulting and training in the areas of sales, marketing, customer experience, leadership, sales coaching, strategic accounts, and more. Half the time it feels like there's not much I haven't done. The other half I'm astonished at all the things that people do in the world of commerce about which I know little or nothing.
Over the years I've written and/or conducted training, run strategic projects, and worked with senior management on a slew of assignments at firms like . . .
- Wells Fargo Bank
- Microsoft
- Bank of America
- Fleet Bank
- Sony
- Colgate
- Bristol Meyer Squibb
- Young & Rubicam
- CIBC
- A certain large accounting firm that went out of business but used to be the one everyone watched.
- Ernst & Young
- KPMG
- Colonial First State (Aus)
- ComBank (Aus)
. . . and many more mid-sized firms you may or may not have heard of.
There's a logic in there, though it's not always obvious to anyone, least of all me. I've spent twenty years consulting to, and training bankers. At this point, I think it's fair to say that I understand how banks work and what they need to do to sell more and thrill more.
Somewhere in there, the folks at one of the then Big 8 accounting firms thought, "if he can train bankers, he can train CPAs." That same sort of thinking ultimately got me to Microsoft Consulting and lately to Microsoft which opened up yet another front. Sprinkled in there was another logical leap that had my flying all over the world on behalf of one of the biggest Ad Agencies at that time.
Those various assignments had me working with people and business units that did business with retail consumers, small businesses, mid-market companies, and large global enterprises.
Call or email me so we can talk about what you have in mind and how I can help. I've left all sorts of cookie crumbs on this site that lead back to me. If for some reason you've missed them, you can simply email me at:
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Copyright © 2002
Kevin Hoffberg
Last modified:
05/03/06