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That Moment…

That moment when you know things are about to go pear shaped. What do you do? Continue on regardless, or change things up?
Had occasion to re-watch the infamous Brasil 1 vs Germany 7 match. Lots was written about what it could teach folk, but nothing I saw focused on that ‘moment’. That is the moment when the goal went in. What was the strategy then? Continue the same team formation, same ethos, or switch it up? Germany continued, with the midfield gaining confidence to roam ever forward. Brasil continued, with a weak midfield and a weaker defence, and an effortless attack.
It got me thinking, the lesson isn’t really about the revamp of the German football system roots to branch. It is also about the lack of feedback and action upon it by the Brazilians. We’ve all seen projects like this. Things are just about to go pear shaped, many think ‘hey what got us here will get us there’ and they plough on under the guise of determination, focus, re-teaming etc.
What was missed was the moment; The moment when the tide turned and the project became red. It was then that something different is needed. Not more of the same, but something different.
Folk call the experts of recovery, ‘turnaround gurus’. In fact, all they are, are manifestations of the moment. They come in and rethink and rework. 3G, Harvey, Portas, they are all experts in spotting and working that moment.
What is the solution? That is the key, but if that same solution is executed too late, the chances of success are gone. That moment is brief, sometimes very brief, but the real skill is spotting it and recognising the call for action.

Words of Wisdom – B2B companies take note…

Read a nice article from Gallup – here are some of the opening remarks. Do they ring true for your business? Better get that customer engagement going eh?

COMPANIES ARE STRUGGLING TO GROW — so they’re giving up and acquiring their competitors.

 

B2B COMPANIES ARE AT RISK of losing more than two-thirds of their customer base.

Gallup analysis has found that only 29% of B2B customers are fully engaged — that is, emotionally and psychologically attached to the companies they do business with. The other 71% of customers are ready and willing to take their business elsewhere.

 

Even the major players in their respective industries tend to live from RFP to RFP, where competition is based largely on price. These companies are finding it increasingly difficult to deviate from their traditional playbook to build a new type of relationship with their customers. Ultimately, their growth will require a different approach.

 

Although an increasing number of B2B companies realize they need to be customer-centric to compete in today’s market, few have figured out how to put this model into use. They invest in Lean, Six Sigma and other methodologies that are crucial for keeping costs down, but they don’t have a plan for maximizing their customer relationships. And sure, they may have mechanisms in place that tell them how they rate with their customers, but those surveys tend to be nothing more than formalities. B2B companies are missing the vital link between data and action

 

And most poignant of all:

 

A customer-centric model is about more than focusing on the customer or having a defined customer experience; it is about putting the customer at the core of everything.

 

A great article, get it here.