Services

At Black Diamond Associates, we partner with organizations to break through barriers to realize world-class performance and achieve unprecedented results. How do we do this? Through transformations! The discipline of transformation provides the ability to bring about significant results rapidly and simply. Our transformation model addresses the key components that drive organizational success:

Loyal Customers:
Our underlying assumption is that your organization wants to attract and retain more loyal customers. Now you may call them clients or students or patients or donors, but in essence, they are customers. An important point here is that loyal customers are much more than just satisfied customers. Loyal customers stay with you, refer others to you, are willing to pay more and, forgive you when your product or service is less than perfect. Creating an organization with loyal customers is key to sustainable success.

Loyal Employees:
In order to have loyal customers, it is absolutely essential to create an environment where you have loyal employees. These are the “right people in the right seat” on your organization’s bus. This is critical because your employees are the face of your organization to your customers every day, through thousands of Points of Connection.

Performance Excellence:
For the development of Loyal Employees to occur, your organization needs to create an environment that supports performance excellence. We partner with you in creating performance excellence through the recruitment and development of the talent in your organization whereby personal and professional competencies are identified and transformed into consistently excellent performance. It is not enough for your team to have the required skills and knowledge, but also the attitude and behaviors that lead to desired results – consistently!

Process Improvement:
Every organization needs business processes that are first effective – lead to the right results from the customer’s perspective – then efficient – use the least amount of resources possible – and finally, adaptable – because the environment in which you operate is constantly changing. We support you in taking the waste out of your business by transforming your business processes to consistently deliver the right results using the least amount of resource necessary.

Strategic Thinking:
These foundational frameworks are driven by the strategy of your organization. Helping organizational leaders think strategically to define “Who exactly are the loyal customers you want to attract today and in the long term? How exactly are you going to grow and change as your environment changes? What opportunities are available to you to that you can realize in the short and long term? And how do you close the gap between where you are and where you want to be?” is fundamental to the transformation process. If you don’t know where you are going or what future you want to create, your organization will stagnate at best, and self-destruct at worse.

Winning Culture:
Culture and strategy gohand-in-handd to generate the experiences that lead to customer loyalty. Creating a winning culture is as important to your organization’s success as the strategy to get there. Cultivating a winning culture is a process based on living your organization’s core values. The process is systematic, not accidental, and when properly implemented, leads to sustainable success – as you define it.