Your brand isn’t just a logo—it’s a promise. I’ve seen that promise shine over 20+ years, from driving 30% profitability at AIG to cutting $55M in costs at Kemper. At Consultgenix, we’ve boosted client efficiency by 12%, often by making operations a brand booster. Operational excellence isn’t just about efficiency but elevating brand value. Let’s explore how a tight ship can strengthen your reputation—because in a noisy market, reliability wins trust.
Why Operations Shape Your Brand
A brand’s only as strong as its delivery. I learned this at PepsiCo—flawless ops-backed consumer trust. At AIG, managing $900M in premiums, seamless execution hit 18% retention gains—clients stayed because we delivered.
It’s simple: Screw up orders, miss deadlines, or fumble service, and your brand takes a hit. Excellence behind the scenes—think $4M saved via Bogota at AIG—builds a story customers believe in. Operations aren’t back-office—they’re front-facing.
The Link Between Efficiency and Perception
Efficiency isn’t silent—it speaks. At Kemper, slashing $55M in costs didn’t just save money—it showed we could pivot fast, earning stakeholder respect. At Consultgenix, 12% efficiency gains for a healthcare client meant faster service—patients noticed.
How? Smooth ops mean quicker turnarounds, fewer errors, and happier clients. That’s not just savings—that’s a brand that says, “We’ve got this.” I’ve seen it lift NPS scores at AIG—excellence turns heads.
A Real-World Win: 30% Profitability at AIG
Let’s rewind to 2012–2018 at AIG. I was Finance Head for Personal Insurance in the LAC region, overseeing $900M. Our brand was solid—until churn crept up. Clients grumbled about delays, costs felt off. My job? Fix it.
I led 30+ pros to tighten ops—Power BI tracked bottlenecks, outsourcing to Bogota cut $4M annually, and streamlined claims. The result? A 30% profitability spike, $20M in EBITDA, and an 18% retention boost. Clients didn’t just stay—they raved. Operational excellence rebuilt our brand, one promise at a time.
Tools to Build Excellence
I’m a tools guy—because they turn effort into impact. At Kemper, Workday Adaptive Planning synced ops—$55M saved. At AIG, SAP kept $900M flowing—$40M debt cut proved it.
Here’s my kit:
- Analytics: Power BI or Tableau—I’ve tracked performance with both.
- Process: Lean or Six Sigma—my Green Belt days honed this.
- Systems: NetSuite or SAP—Consultgenix clients lean on these.
Pick what fits—small firms can start lean, but big ones need depth. Tools don’t create excellence—they enable it.
Steps to Elevate Your Brand with Ops
Ready to shine? Here’s my playbook, forged from PwC to now:
- Map Your Flow: Spot drags—I’ve audited this at Aetna for 100% compliance.
- Cut the Fat: Simplify—I’ve saved $55M at Kemper this way.
- Measure What Matters: Speed and accuracy—I’ve used Tableau at AIG for this.
- Train Your Crew: 30+ at AIG delivered because they knew how.
- Show It Off: Tell clients—I’ve seen 16% sales growth at AIG from this.
This isn’t theory—it’s what I’ve done. At Consultgenix, we’ve applied this to clients, turning ops into a brand badge.
The Human Side of Excellence
Let’s get real: Ops are people, not just processes. I’ll never forget an AIG client who said, “Derrek, you made us feel prioritized.” That 18% retention wasn’t stats—it was trust. Or a Consultgenix rep who glowed when efficiency hit 12%—“We’re better now,” she said.
That’s what drives me. I’ve led nine to 16% growth, 30+ to a $54M turnaround—every time, excellence lifted spirits. It’s not about perfection—it’s about pride in the promise.
Why This Matters Now
Brands fight for air—competition’s brutal, trust’s fragile, expectations soar. I’ve navigated recessions at Lehman and booms at AIG. Today, with instant reviews and endless options, one slip tanks your rep. Operational excellence keeps you steady—and stand out.
Think about your brand. Does it deliver? Could ops make it stronger? That’s where business consulting shines—turning reliability into recognition.
Let’s Build Your Brand
Elevating brand value with operational excellence isn’t a side gig—it’s a strategy. With decades in business consulting, I’ve helped companies run tight and rise high. At Consultgenix, we’re all about ops that elevate—for you and your future.
If you’re ready to boost your brand with operational excellence, I’d love to talk. Reach out to derrek@consultgenix.com to discuss your strategy. Let’s make your promise unbreakable—together.