WHAT WE DO
We help you transform the way your organization views, understands and engages customers/members so that your offerings truly resonate with what most matters to them.
WE HELP YOU 1. Uncover what most matters to your customers with our ETHNOGRAPHIC RESEARCH: approach
Drill beyond platitudes and generic answers to uncover underlying motivations, hidden needs and unexpected opportunities. Deepen your connection to customers, and develop your ability to make a measurable difference to their success..
2. Develop your team’s empathy and engagement capabilities with DESIGN THINKING workshops
Get your team on the same page and align your organization’s culture, thinking and people with the customer’s perspective.
3. Expand innovation and transform product development with DESIGN THINKING tools
Enable your team to quickly move from customer understanding, to idea generation and execution in fast-paced, experiential , Design Thinking workshops..
Book by Anna Caraveli: how to lead from the outside-In and build innovative, people-centric organizations
Shift from silos and a product focus to flexible, customer-responsive, learning organizations by re-orienting six foundational pivots-- culture, decision-making, relationships, measures of success and leadership model.
Sustaining Engagement Across One’s Lifetime
Find out what it takes to move members & other customers to increasingly higher levels of value & engagement
The Value and Engagement Continuum: Path to Retention and Growth
Not all members have equal value for an organization. This tool allows you to assess your members’ value and level of engagement on the basis of the value they perceive to derive from your organization, rather than the tactical, quantitative metrics of mere participation.
Empathy as Competitive Advantage
To establish deep connection with your various stakeholders and resonate with what most matters to them, you must lead your organization beyond passive listening to transformative empathy.
"Businesses must realize the importance of adapting to millennial employees in order to leverage the advanced, forward-thinking id...
“In an era where business keeps moving faster, it is no small wonder that resilience has become the new must-have executive skill”...
A new white paper in Elizabeth Weaver Engel’s series, co-authored by Elizabeth and Sherry Marts, looks at the issues of diversity ...
Have you noticed that in framing the problems facing us, most of us are already formulating a solution? Design Thinking tools and ...
Develop a team of entrepreneurial leaders in your organization who can feel like co-owners and think like your members/customers s...
Empathy is an emerging business attribute in this era, allowing you to make authentic connections and personalize customer/member experiences
It is not enough to congregate people on a shared online platform. The more you help them use the platform and the relationships a...
For most nonprofits growth and, in fact, survival is equated to an unceasing struggle for more resources —revenue, staff, members ...
Developing staff and cultures is not a matter of imparting information or instituting special “activities.” They are the outcomes...
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...
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