Assessment of the situation to devise a game plan for things to come to fruition.

Forget all the blather about how companies love their customers. It’s just talk. I’m convinced that 90 out of 100 organizations simply tolerate customers. Their customers represent only a means to profit, and that message comes through loud and clear to those callers all too often.

Five recent examples from my own experience illustrate the point all too well:

Auto-Responders That Fail to Address My Issue

the ceo magazine, innovation,
Chuck Saia, CEO, Deloitte Risk and Financial Advisory

Disruption isn't just a buzzword. It's a legitimate concern on the minds of the executives I meet with.

There are a lot of reasons organizations can be disrupted—innovation, technological advances, policy changes, to name just a few. But if executives can foster a culture of courage and alter their strategy, there’s an opportunity to change the business model and the path forward. Organizations can take proactive steps and not only avoid being disrupted, but also become the disruptor in their industries.

That’s exciting.

It’s an astonishing statistic, but roughly two out of three change initiatives fail to meet their stated targets.  This is significant since most companies must undertake moderate organizational changes at least once a year (and major changes every four or five years) due to disruption from technology, their industry and/or the competition.

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