Case Study #3: Missing: A Customer Compass

Problem: A Fortune 100 financial services company was adrift, losing touch with its customers, and as a result, profits were softening. The customer was less and less a driving force in the shaping of which projects to pursue, or which initiatives to grant highest priority. The Firm had lost its customer compass.

Strategic Futures® Solution: We undertook a fact-finding approach which included interviews with top management. Focus groups were then organized with key customers in several locations throughout the U.S. The Firm discovered a bevy of incorrect assumptions about customer preferences. These miscalculations were causing a range of negative consequences ranging from customer irritation to missed business opportunities.

Other Case Studies:

Case Study #1:


High-end medium-sized retailer in organizational change war with employees

Case Study #2:


Federal government agency paralyzed by perpetual internal conflict