They Knew Their Customer. But Which Customer?
Good Good may have understood its core audience well. The deeper risk was mistaking that audience for the entire customer system surrounding its growing brand.
When Customer Signals Don’t Reach Leadership: How Alignment Drift™ Begins
When Customer Signals Don’t Reach Leadership: How Alignment Drift™ Begins Organizations rarely lose touch with reality because they have no information. In fact, most organizations have more information than ever. They have customer surveys, CRM data,...
Your Customer Doesn’t Experience Your Org Chart: Why Internal and External Customer Alignment Must Work Together
Your Customer Doesn’t Experience Your Org Chart: Why Internal and External Customer Alignment Must Work Together Organizations are designed around functions. Customers aren’t. Inside a company, work is divided across Sales, Operations, Finance, Technology,...
Organizations Don’t Drift Overnight. They Stop Reconnecting to Reality.
Organizations Don’t Drift Overnight. They Stop Reconnecting to Reality. One of the questions we get asked frequently is, “How do organizations become so misaligned?” It’s a great question, because I don’t know about you, but I have never walked into an...