About charlie
Philosophy
The Pandemic of 2020 shook businesses at their very core. And while there’s still a “pandemic hangover” lingering today, powerful changes are afoot. Disruption is rampant in the vast majority of our industries. Look at how the “sharing economy” has permanently altered the course of transportation, lodging, entertainment, and even home appliances. And sustainability and its measurement system, ESG, have been infused into the business models of millions of companies globally.
So business leaders must determine how their customers, markets, and supply chains are continually morphing. Then they must develop innovative strategies that differentiate their companies, based on the new rules of the game, to adapt and capture opportunities. As futurist Joel Barker says, “Our past successes will guarantee nothing in the future.”
The new rules taking shape:
Test, Learn, and Adjust vs. Perfect and Launch
Long Term Sustainability vs. Short Term Profits
Corporate Social Responsibility and Stakeholder Capitalism vs. Do Anything Within Legal Boundries
Authentic, Empathetic, Humble Leaders vs. Command and Control “Bullet-Proof” Leaders
Asset Sharing vs. Asset Ownership
21st Century Work-Life Balance vs. Total Immersion In One’s Job
Significance vs. Traditional Success
Triple Bottom Line: People-Profit-Planet vs. Only Profit
Service Profit Chain
At Innovative Strategies, The Service Profit Chain (SPC) is at the core of all we do, within our virtual consultant network and with our clients. Organizations that effectively embrace its principles achieve Triple Bottom Line success and significance. The SPC was originally developed in 1994 by Harvard Business School Professors, James Heskett, W. Earl Sasser, Jr., Thomas Jones, Gary Loveman and Len Schlesinger, from their analyses of successful service organizations. They proved causal relationships between profitability, customer loyalty, and employee satisfaction, engagement, and loyalty.
See Presentations to view Service Profit Chain.
The links in the Chain work together:
Employee satisfaction, engagement, and loyalty result primarily from high-quality management support that gives them a voice, learns their needs, and encourages them to think creatively and act intentionally.
Customer Loyalty is then created when satisfied, engaged, and productive employees serve their customers’ in ways that exceed their expectations.
The economic benefits of this causal relationship are the profit and growth generated by the behaviors of loyal customers— referrals, repeat business, willingness to pay a premium, and forgive mistakes (longer retention).
Additional economic benefit is derived from creating a satisfied and engaged workforce— less turnover and absenteeism, combined with higher morale and productivity.
Bio
Charlie is currently Principal Consultant, Innovative Strategies LLC, a Erie, CO-based management consulting firm established in March 2009. Prior to starting his consulting business, Charlie was VP and Director, Avnet, Inc., the Fortune 150 global technology distributor, for 9 years. During that period, he was responsible for the Voice of the Customer Office and Strategic Planning globally for Avnet’s $8 billion Technology Solutions business. Prior to Avnet, Charlie was VP Marketing and Planning, The Acacia Group, a Washington, D.C.-based financial services company. In his twelve years with Acacia, Charlie became one of the youngest elected officers in Acacia’s 120 year history. He has been a graduate business school faculty member at both University of Phoenix and Grand Canyon University. He’s also developed curriculum for Everest College and Western Governors University. He’s a professionally-trained facilitator and certified in Emotional Intelligence Training with the Southwest Institute for Emotional Intelligence. And Charlie is a frequent speaker for business, academic, and community groups.
Find Charles Tombazian on LinkedIn
Principal Areas of Consulting Services
Customer Experience Design & Improvement
Strategic Thinking, Planning, and Execution
Leadership & Talent Development
Culture Development & Employee Engagement