Strategy & Culture Whitepapers

Thank you for your interest in LSA's Strategy & Culture Best Practices Research Whitepapers.

10 Common Branding Mistakes & 4 Smart Ways to Grow and Live Your Brand Promise
The top 10 client-reported branding pitfalls you need to know if you want to truly live your brand promise.

3 “Must Have” Steps to Convert Customer Loyalty into Customer Revenue
Our customer loyalty experts tell us that there are three simple steps to converting customer loyalty into customer action…all possible, all under your control, and often necessary to realize actual revenue growth.

6 Key Questions: Trust Thrives When Service Leaders Lead Naturally
To “lead naturally” means that you respect the inner workings of your work groups in much the same way you treat your friends and family. Take a pop quiz to determine if you have what it takes and learn what it can mean to your customers.

Alignment: The Missing Leadership Ingredient Not to Miss
A great strategy can be rendered utterly useless by an ineffective culture and average talent. The proper alignment of strategy, culture and talent allows organizations to thrive and outperform their competition.

All Aboard for Customer Service New Hires that Fit
Losing good employees is expensive. The insides sales and customer service areas at most companies have annual turnover well north of 25%. While the reasons for this are many, it typically boils down to two critical things.

Continuous Improvement: How To Analyze Contact Center Effectiveness
While call centers are arguably the most thoroughly measured area of most organizations, gathering, interpreting and applying the data can be expensive and misleading. Read about the latest techniques.

Creating a High Performance Call Center Environment
A 5% increase in customer loyalty can boost profits by as much as 25% to 85%. It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.

Customers Care When They Share
When customers feel organizations are devoted to them enough to include them, they reward that organization with their long-term loyalty. Read about how and when it’s appropriate and productive to include your customers.

Do Not Ignore Your Unhappy Customers
Whether you learn about dissatisfied customers from their complaints in person, on the phone, or online, do not neglect them nor consider yourself lucky.  It is tempting to avoid dealing with unhappy clients, but that is the worst thing you can do. Not only will their dissatisfaction increase with your neglect of the situation, but it will spread and likely infect others.

How Serious Are You About a Customer-Centric Culture?
While customer-centricity makes sense for many businesses, we often find two major issues with the “customer-centric culture” claim.

KPI’s: A Balanced Contact Center Scorecard
When you evaluate the success of your contact center, are you measuring the things that matter? Don’t lose sight of the fact that the contact center needs a balanced scorecard.

Leadership Development: The Critical Missing Pieces for Call Center Success
You have a training program in place that teaches your new hires the product knowledge, the good communication and the soft skills needed to handle customers with tact and understanding. Is this enough for them to be satisfied call center employees? This white paper says NO and describes the missing pieces of their preparation for the job.

Motivation Techniques for Customer Service Reps: The Key 7
Lack of motivation is one of the major reasons why service employees leave. For lower turnover, which relates directly to productivity and quality of service for the customer, you need to be sure your employees are happy in their jobs. Here are seven techniques for creating a motivating environment.

Renewing Passion for the Customer: 4 Smart Steps to Take
What can happen when employees view their role and responsibility in grander terms than just a job? Or when they understand how they can contribute to their organization’s future? Or when they strive for excellence? Read how true leaders can inspire their employees to have a real passion for serving their customers.

Six Tips to Build a Customer-Centric Corporate Culture
Customer centricity is a culture of putting the customer at the center of everything you do.  And it matters. According to the Harvard Business School, increasing customer retention rates by just 5% increases profits by 25% to 95%.

Successfully Incorporating Home Agents into Your Call Center Staffing Mix
How to engage, utilize social networking, allow autonomy, solicit feedback, and leverage at-home agents.

Technology vs. Relationships: What Adds More Customer Value?
When it comes to customer service, loyalty, and cross-selling, does technology trump relationships? Your team and the culture in which they perform are what enable your technology to be fully realized. Don’t allow the dollars you’ve invested in technology to overshadow the dollars you’ve invested in your talent and become your Achilles heel.

The Leadership Side of Magnetic Service
For magnetic service to happen consistently across the organization, leadership has to step in. Here are seven secrets for how a leader can influence, promote and support magnetic service.

The Loyalty Connection: What it Means to You
What can you do to ensure that each customer has the kind of positive experience that secures not only current loyalty but also future value to your organization?

Which Customers Should You Listen To? Learn from Netflix
In 2011, Netflix decided to do away with a popular DVD subscription service that also offered unlimited on-demand streaming video for $10 per month. The company subsequently lost 800,000 subscribers. Its stock plummeted 70%.

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Thank you to LSA Global for their partnership and support in helping us to design and roll-out our valuable management development training program. I personally have partnered with LSA Global at four of my previous companies. It continues to be a delight working with LSA. We look forward to partnering with them at Blackhawk Networks for future training and consulting needs.

Suzanne Kinner
VP Human Resources

Blackhawk Network

“We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.”

Sally Buchannan
VP Human Resources

We have worked with LSA Global for our learning and development needs and have always had great success. They helped us recently with customized Management Workshops that we held for the second time. It was fantastic, and I would highly recommend LSA to anyone that is attempting to get immediate and impactful improvements.

Mary Johnston
HR Manager, BU Radiology Informatics

I am very impressed with the quality of work and talent. LSA did a great job of listening to my needs and providing the exact management training program expertise I needed to get the job done.

Don Pryor
Director, Business Planning & Analysis

LSA Global’s consultant brought a fresh perspective to our behavioral based interviewing strategy for two key executive positions we needed to fill, and their consultant helped us develop questions that produced a much deeper understanding of candidates’ capabilities. I am confident that the two new executives joining our organization have the right skills to add significant value. Throughout the process LSA was also very responsive in dealing with short lead time requests.

Because of the unique nature of our business, Excel is a core application in our accounting organization. After three attempts to find an Excel consultant who is capable of helping our finance team integrate advanced applications into our work processes we found LSA and Alex. He was not only a “Real” Excel expert but was masterful in helping us identify where to use Excel applications in our processes to increase our group’s efficiency.

SPO Partners & Co
Kim Silva, CFO

Working with LSA Global has proven to be extremely valuable and worthwhile. LSA understands our business, has deep expertise in content areas, and tailors the programs to deliver great results. The facilitator was extremely knowledgeable about Working Globally with India and her energy and passion made the session interesting, fun, and enjoyable for all that attended. The participants walked away extremely pleased along with highly useful practices and tools. I would highly recommend LSA Global to any company that has partners or offices in India.

Glenn McGillivray
Human Resources Business Partner

Intuit

Hyperion has a commitment to lifelong learning. LSA helps us provide the right business sales training, management training programs, and leadership development programs at the right time to meet the needs of both individuals and departments. I especially appreciate their ability to listen to my needs and recommend the appropriate facilitators, solutions and content.

Sarah Parks
Senior Project Manager

Hyperion

VNUS Medical has been very pleased with the effective management development programs that LSA Global has delivered for us over the last four years. The programs have been universally facilitated by experienced and best in class instructors. The knowledge gained by our management team has been put into practice very quickly. VNUS is very happy to be working in partnership with LSA because they consistently deliver excellent programs that receive exceptional feedback from our management team.

Cindee Van Vleck
Director Human Resources

We engaged LSA to design and deliver a 6-month custom executive coaching program for a group of our key leaders. The focus of the program was to help a core group of senior leaders to leverage previous investments in management training, to ensure the engagement and retention of key employees, and to push critical strategic initiatives forward. Even with the high expectations of our senior people, LSA has completely exceeded our expectations. I would recommend them to anyone looking to create and implement a custom coaching methodology using proven tools to drive true change.

Ivan Fukumoto
Senior HR Manager - Staffing, Training, & Development

For our go to training outsourcing partner, LSA provides exactly what we want. As always, they deliver outstanding work!

Elizabeth Siebert
Director, Organizational Excellence & Development

Intuit

We partnered with LSA Global to help us invest in our people in the areas of performance coaching, diversity, and inclusion. They focused on helping us succeed and were very flexible in meeting our specific needs. LSA Global exceeded my expectations from a speed, quality, and value standpoint. I would recommend LSA Global to anyone looking for a true business partner.

Anita Luckinbill
Director, Human Resources

I highly recommend LSA Global to anyone who is looking to improve individual or organizational effectiveness through their top quality programs and broad range of expertise.

Greg Pappas
VP of Human Resources

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

Beth A. Taylor
Vice President of Human Resources

Thoratec

Congratulations on your pro-activity in establishing this program and developing such an effective New Employee Orientation course.

Farhat Ali
President and Chief Executive Office

Fujitsu

LSA has become the gold standard in team building and management training at Genomic Health! I have a hard time finding facilitators that come close to their level of customization, expertise and experience.

Emily Couey
Director of Human Resources

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