LIVING CUSTOMER ORIENTATION Customer orientation includes the regular, systematic recording and analysis of customer wishes, needs, and expectations as well as their implementation. How does a company succeed in becoming more customer-oriented? How can service orientation be put into daily practice? If we succeed in practicing customer orientation both towards external stakeholders and towards internal…
The black swan is talked white Until the 17th century, Europeans believed that all swans were white. After Australia was discovered, the Europeans had to correct themselves. Black swans are a reality. How do organizations deal with “black swans”? Organizations tend to reinterpret something unexpected into something expected so that their own image of the…
New technologies are changing the world of work and it is not only employees who have to constantly acquire new skills in order to keep pace with changing market conditions. Thanks to continuous new advances in the field of artificial intelligence and more and more disruptive technologies that change the existing market structure, companies are…