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.

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Our Blog

Tapping Millennial (...

"Businesses must realize the importance of adapting to millennial employees in order to leverage the advanced, forward-thinking id...

Building Personal Resilience

“In an era where business keeps moving faster, it is no small wonder that resilience has become the new must-have executive skill”...

How to Create Cultur...

A new white paper in Elizabeth Weaver Engel’s series, co-authored by Elizabeth and Sherry Marts, looks at the issues of diversity ...

Beware of the Urge t...

Have you noticed that in framing the problems facing us, most of us are already formulating a solution? Design Thinking tools and ...

How NOT to be like t...

Develop a team of entrepreneurial leaders in your organization who can feel like co-owners and think like your members/customers s...

Empathy as Competiti...

Empathy is an emerging business attribute in this era, allowing you to make authentic connections and personalize customer/member experiences

Online Communities of Purpose

It is not enough to congregate people on a shared online platform. The more you help them use the platform and the relationships a...

Limited Resources? N...

For most nonprofits growth and, in fact, survival is equated to an unceasing struggle for more resources —revenue, staff, members ...

Getting your staff a...

Developing staff and cultures is not a matter of imparting information or instituting special “activities.” They are the outcomes...

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...

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