A company’s most regular and trusted customers—a group we call the “client rim”—can be a powerful force for change when they provide feedback on service standards or product quality. The opinion of these customers counts; they have extensive experience with the company and its ways of working, are generally committed to its success, know the people, and are typically both its most enthusiastic ambassadors and … [ Read more ]
Content: Quotation | Authors: Arne Gast, Raul Lansink | Source: McKinsey Quarterly | Subject: Customer Related
Online communities are helping companies engage with employees to accelerate change.
Content: Article | Authors: Arne Gast, Raul Lansink | Source: McKinsey Quarterly | Subjects: Change Management, Management, Organizational Behavior
Crowdsourcing your strategy may sound crazy. But a few pioneering companies are starting to do just that, boosting organizational alignment in the process. Should you join them?
Content: Article | Authors: Arne Gast, Michele Zanini | Source: McKinsey Quarterly | Subjects: Management, Strategy