Area Economic Forecast
Washtenaw County is poised for economic growth. After weathering the 5-year economic slump, the forecast is encouraging.
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Downtown Retail
The holiday shopping season represents a large chunk of sales for many retailers. With a late Thanksgiving, though, there are six fewer days between Thanksgiving and Christmas this year, making this year the shortest holiday season in more than a decade. A recent report by Adobe Digital Index estimated that these lost six days could cost retailers $1.5 billion in lost sales.
This post is only available to members.Are You Managing the 3 Levels of Customer Experience?
It’s not enough to have a complete customer feedback system that reflects the customer experience across the organization’s touch points: branch, contact center, online and indirect brand engagement. You need to setup your approach to analyze the results and take concrete action from the feedback.
This post is only available to members.Storybook Village
Margaret Baker had the chance recently to read her children’s book, When I was a Girl I Dreamed, at one of the Storybook Village story times. While we were there, we spoke with owners Barbara and Tom Sims. We wanted hear about their dreams for Storybook Village.
This post is only available to members.Don’t Seek a Queen Strategy
A common mistake among novice chess players is to bring out the queen early in the game. But this often leads to a loss. In our client work, we often see a similar phenomenon in competitive strategy. Executives get lured into bringing out their queen without developing all of their pieces.
This post is only available to members.The Important Role of Nonprofits
BSG looks at the role of nonprofits. Independent Sector says that Michigan has roughly 50,000 nonprofits representing 440,000 employed people (10% of the workforce), $16 billion in annual wages, $133 billion in annual revenue, $179 in total assets held, and $108 billion in annual economic activity.
This post is only available to members.Why You Need to Measure Both Performance and Impact
If you capture feedback from your customers, odds are that you use some form of a performance scorecard to determine how well your company is doing at delivering a great customer experience. You probably also have competitive and industry benchmarks that you can reference to ensure that you’re performing at the level of your peers. This is good . . . but it may not be enough. If you’re not careful, you might actually allocate resources to the wrong areas of the business.
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