The Value of Provocation

There's value in the provocation. The customer doesn't know or care about necessarily any of the internal challenges that an organization may have coordinating across the physical and digital channels. I could tell you a project story. We worked with Connie who make elevators and escalators and they wanted to improve their reach, their sales of their maintenance service. They saw this was a route to more sustained revenue and higher margins. Our task was to define a maintenance service that would outperform the competition.