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A customer-focused culture for market leadership and innovation

Airbus Helicopters' Customer Delivery Day

Stories about companies losing their market dominance often concentrate on the technology-disruption angle (e.g. how Apple’s iPhone destroyed Nokia’s mobile business). The same is true when new players shake entire sectors (e.g. how Uber’s app is causing havoc to the taxi industry). However, the story of Airbus Helicopters in North America reminds us that market leadership – and innovation – is first and foremost about customer focus.

Article first written for the People + Strategy blog of HRPS (USA). The Strategic Capability Network (Canada) also published the article on its blog.

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Example of emotional case: ESA’s latest safety campaign

In an earlier post I talked about the importance of building the emotional case for change – and not just the business case. To illustrate, I used a consumer example: Volkswagen’s Eyes on the road campaign (the video is embedded in that post). I encouraged change leaders to study how others have been able to engage at an emotional level the people who had to change; and I shared some of my favourite stories from the change management literature.

I just came across another great video example, this time by

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