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COMPLIMENTARY WEBINAR: “Service Excellence @Enterprise Scale”

  "Service Excellence Culture @Enterprise Scale" COMPLIMENTARY, PRIVATE 60- MINUTE WEBINAR A "Quick-Start", company-specific webinar to introduce how embedding service excellence culture into organizational and operational DNA offers a compelling...

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Customer-Centricity for “What’s Next?”

Customer needs, jobs and moments that matter provide a durable cornerstone for growth and value creation in the changing world of the Experience Economy. In today’s...

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Leadership Interview with HORST SCHULZE

DOWNLOAD. 5-QUESTION LEADERSHIP INTERVIEW with HORST SCHULZE. With chronically low employee engagement and high turnover (some sectors have over 100% employee turnover annually), “Our people are...

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Design and Promote Self Services

Customers like to make buying decisions on their own terms. Companies that allow customers to help themselves or do their jobs more effectively provide the...

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The Essential Mechanics of Exceptional Service Experiences

Delivering Exceptional Service Experiences is the Difference Between Winning and Losing in the Experience Economy Experience continues to be today's leading value driver -- at the...

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SuperCharge Customer-Centric Culture

Article Abstract: Super-charge the Journey to Customer-Centric Culture

Elevate service and customer experiences by embedding service excellence into Organizational and Operational DNA. Article-in-Brief: Customers have more choices than ever on where to spend their time...

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Relevant Service Experiences Start with Jobs-to-be-Done Insights

Apply the Jobs-to-be-Done Framework to Build a Consistent Structure to Capture, Organize and Articulate Customer Needs.   "YOU SHOULD LOOK AT THE WORKAROUNDS THAT YOUR CUSTOMERS ARE...

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The 3Ms of Service Excellence Culture Success

Service Excellence Culture is One of the Few Remaining Ways for Brands to Truly Differentiate in Highly Competitive Markets Customers now have more choices than ever...

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[Video] Kaiser Permanente: Service Innovation in Healthcare

Elevate the Patient Experience through Service Innovation The healthcare industry is transitioning from a patient-provided relationship to one that must also consider patients as customers. However,...

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Needfinding drives Customer Experience

How to (really) understand customer needs.

Unlocking Customer Needs holds the key to Building Meaningful Customer Relationships Many businesses and brands don’t have insights into customers at a granular enough level to...

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Service Design with Simplicity

Break the Tyranny of Complexity in Services & Experiences to Drive Loyalty & Advocacy.

Simplicity, as a Service & Experience Design Driver, Increases Loyalty and Advocacy from Both Customers and Employees. Article Abstract. We've all been there - being forced to...

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Be Easy To Do Business With

    Being easy to do business with (BETDBW) means making it easy for customers and partners to understand your value, to place orders and make payments....

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[Video] McDonald’s: Entrepreneurship in Fast Food

Entrepreneurship is technically defined as “balancing risks and rewards to create entirely new sources of value and wealth.” But, is entrepreneurship just for Silicon Valley start-ups? Despite...

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CASE STUDY: Experience-Led Growth at Whole Foods

Whole Foods Generates Superior Growth and Value Creation through Differentiated Service Experiences. Following the lead of perennial experience and service leaders, businesses and brands can drive...

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The Latest in Career Trends: Exclusive Interview with Heidrick & Struggles

Exclusive interview with Heidrick & Struggles on the shift in demand to growth focused executives. John M. Abele is a partner in the executive search firm...

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Drive Experience Strategy through Empathy

For Service and Experience-Based Businesses, Building Deep Relationships with Customers Starts with Authentic Empathy. The ability for businesses and brands to put themselves in their customers’...

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A Conversation About Growth: SAP

Exclusive interview with SAP on their Growth Strategy. The German business software company, SAP, has experienced exponential growth since five system analysts first established it in...

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[Video] USAA: Creating “Customers for Life”.

LEARN FROM USAA: CREATING CUSTOMERS FOR LIFE Do "Customers for Life" really exist? As we all know, rather than tangible products and goods, the world is...

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