Alexandria, VA 22314 + 703-472-4327

About


We are passionate about helping organizations move to a next phase of growth and innovation by connecting them with their customers—members, stakeholders, clients, patients and others—on the level that most matters and generates the greatest value.

Services


In place of conventional, product-centered approaches, we focus on your relationships with your various stakeholders and help you eliminate obstacles to your ability to get, engage, retain and become indispensable to them.

Workshops and Peer Communities


Join peers in collaborative discovery or get your staff, board or partners on the same page through our custom, solutions workshops

Leading from the Outside-In


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Approach


To get to different results, you have to change the way you get there, starting with the questions you ask, the tools you use and the conversations you have.

Outside-In Tools & Ideas you can Apply


Begin a larger change process immediately by applying our tools, cases, exercises and methodologies to small areas of your daily business.

Leaders’ Interviews: Breaking with Orthodoxies


Get inside the head of innovative leaders who challenged some of the most fundamental pieces of the association model to achieve succss

People-Centered Leadership


Lead through relationships rather than control or efficient management to succeed in the new environment.

Let’s get started now

Our Blog

What it Takes to Con...

Most of us “play it by ear” when it comes to the execution of a new concept. Our focus is on acquiring ideas or information—planni...

Learning about Desig...

Startling as the recent presidential election results were, they would not surprise Design Thinking followers. In many ways, they ...

Service or Sales: A ...

Do you measure customer value through short term revenue generation and direct sales or through the long-term relationship you bui...

Powerful Innovations...

Instead of conventional, vertical paths for growth--e.g. increases in membership numbers, products or markets--focus on innovation...

CEO Workshop on Dece...

Announcing a new dynamic, fast-paced, hands-on workshop for innovative CEOs on December 15.

How to Motivate and ...

Abstract visions of the future or well-meaning promises and expressions of appreciation become reality only when they connect to s...

The Importance of As...

If your quest for solutions is driven by the wrong problem, you will deplete your organization’s resources without arriving at you...

Rethinking Performan...

An article in Harvard Business Review, titled The Performance Management Revolution reports that more than one-third of U.S. compa...

An Opportunity for A...

In their recently released whitepaper, The Association Role in the New Education Paradigm, Shelly Alcorn and Elizabeth Weaver Enge...

An Innovation Story:...

Making innovation happen requires a shift in mindset. Case in point: Association for Financial Professionals. CEO Jim Kaitz app...

Get to New Solutions

Planning for the future.


Replace the conventional strategic planning of previous eras with collaborative team “learning by doing;” direct contact with the market, testing and adapting through customer feedback.

Engagement & Retention


Boost engagement and retention by assessing current levels of engagement on the basis of value perceived and mapping specific paths for continuous customer development, tailored to your various subgroups.

The Case of Sermo: Leveraging Communities Within Communities


Article by Anna Caraveli How a physicians

White Paper-- Leading Engagement from the Outside-In


Anna Caraveli and Elizabeth Engel propose an entirely new definition and framework for engagement, and analyze important cases.

The Future of Membership: Collaborative Communities of Shared Purpose


The future of membership and service delivery is in interactive, value-generating communities. Assess how to best leverage relationships among customer or member groups to form value-generating communities that replace passive, one-way service models and increase your options for engaging, growing and generating profit.

Case: A Story of CEO-Led Transformation


How do you turn around an association in a precipitous state of decline? Consider the story of the Metals Service Center Institute, whose CEO relentlessly refocused the organization