Align, integrate, and advance what makes you best.  No matter how close you are to excellence, we can take you to the next level.

Light is invisible.

A prism makes visible the light we cannot see.

The 8 Dimensions of Excellence framework reveals

insights to make excellence visible and you radiant.



Our website is the results of 35 years. Fortunately, the content is condensed! In addition, we are having fun adding more content every day.  Some people like to read.  Others would rather just write a note or pick up the phone and call. 

Please feel free to call Rob Lawton at 941-704-9888 or Tony Belilovskiy at 781-710-0285 if you’d like us to learn about your situation. We will then provide the perfect options, customized just for you!

Customer-Centered Leadership Excellence is

being the “best” in the eyes of your customers!

Self-Assessment: C3IQ

START HERE!  Take five minutes to see how customer-centered your organization is on the topics of strategic direction, satisfaction and measures of success. Identify what to strengthen first.

Public Events

Our training event options offer you fast-paced, provocative and content-rich sessions which enlighten, inspire, entertain and enable customer-centered transformation.


Rob uses humor, a highly interactive delivery style and thought leading content to inspire your audience, provide takeaways, and support your event success.

The Roadmap

For leaders with high expectations, a vision of the possible and urgency to improve the lives of many others.  Easy to read, filled with insightful examples, punctuated with humor and designed for application.

Executive Strategic Advisor

This personalized support enables you, the transformation leader, to create and deploy strategic thinking aligned with the values you and your customers share.

C3 Mentoring

C3 Mentoring is highly personalized support for change leaders and project managers when and where you want it, by phone or in person.

8 Dimensions of Excellence

The 8 Dimensions of Excellence is a framework for visually displaying the relationships among core concepts and the sequence to best address them to achieve excellence.

Strategic Planning

Create a strategic plan that is easy to understand, easy to communicate to all employees, personally relevant to everyone and proven to achieve eye-popping results.

When You Master Customer-Centered Leadership Excellence…

  • You have created the customer-centered culture
  • Leadership vision is simply articulated, rapidly deployed
  • Employees are inspired, engaged, and achieve the impossible
  • Change management becomes cultural transformation
  • Your leadership creates the model of best practices
  • Measures address all 8 Dimensions of success
  • Processes turn complexity into simplicity
  • Customers are raving fans
  • The voice of leadership and voice of the customer converge, creating innovative and sustained excellence

Our passion is to make these outcomes your reality!

You Need C3 If...

(The more statements you agree to, the more critical your need for C3.)

  1. Your C3IQ score is < 90.
  2. Customer experience and satisfaction are high priorities.
  3. There is no articulated, widely used method for uncovering what the users of your organization’s work products want.
  4. Surveys are the main methods used to assess customer satisfaction.
  5. Knowledge and service work accounts for >25% of your organization’s personnel costs.
  6. Knowledge work is not well measured.
  7. Core values are not universally known, prioritized, and/or fully supported by policies relevant to all employees.
  8. Departments and functions do not all share common priorities.
  9. Conflict between and within departments is common.
  10. Many perceive the organization’s practices to be slow, complicated or inconsistent.
  11. The existence, size, and growth rate of “customer support” functions are not viewed as indicators of excellence. (This means customer support is necessary because excellence is not high.)
  12. Customers complain or defect.
  13. Employees are dissatisfied with the work one or more departments or functional groups perform.
  14. Managers complain it takes too long to fill open positions.
  15. Valuable knowledge is lost when talent leaves. (This means succession planning is directed by the position someone has in the hierarchy, not by the criticality of the knowledge at risk of being lost.)
  16. The cost of non-manufacturing rework is unknown, with few reduction goals.
  17. The root causes of problems are assumed to be related more to process issues than to product design.
  18. Far more time and cost is invested in improving internal processes than in improving outcomes (results) customers want.
  19. You have competitive adversaries.
  20. Few core products have recently been replaced or significantly improved by your organization’s innovative alternatives.
  21. The enterprise is at risk of losing key industry certification.

How We Do It...

Our Customer-Centered Leadership Excellence advisors guide you using the Customer-Centered Culture (C3) system.

C3 is a system for aligning the strategic direction and operational practices of an organization to satisfy customer priorities and engage employees to excel.

This includes a model for transformation described by 8 Dimensions of Excellence (8DX), principles, tools and a methodology not found elsewhere.  Everything we do is built on this foundation. These powerful principles and methods are practical, universal, scalable and customized to you.  Start by exploring the Customer-Centered Leadership Excellence topics below.

More Customer-Centered Leadership Excellence Topics


Prework provides us with important information about you and your organization enabling customization of the workshop content to fit your unique context, while introducing you to new concepts.



Tools to change the culture of your enterprise, train others in C3 methods, uncover and understand the Voice of the Customer, organize and manage a key projects or simply apply the C3 concepts.


Read Customer-Centered Excellence articles to expand upon or illustrate topics such as voice of the customer, customer experience, leadership, strategic planning, project management, etc.

Partnership Program

Please join us as a Partner in offering our Leadership in Excellence & Customer Focus program to your members and contacts.

Performance Measures

Performance Measures with C3 inside fully integrates all 8 Dimensions of performance.

Voice of the Customer

The challenge in capturing the voice of the customer (VOC) is to eliminate confusion about who the customers really are and understand what they want so we can predictably create satisfaction and excitement.

Strategic Project Management

C3 projects are overwhelmingly successful at carrying out their mission rapidly, producing quality results organizational leaders have rarely seen before.

Client Successes - Our Heroes

We are immensely proud of the people and organizations working to transform life for their customers.  See what others have accomplished!

Join us at our next public event!

You changed our view of our customers and helped the U.S. Coast Guard Yard win both the Maryland Performance Award and the Coast Guard Quality Award in 1996. I was a Board member for the Virginia Quality Award for about 6 years, and have been a member of the Executive Board for Maryland. Your C3 methods offer a level of customer awareness that has not been addressed anywhere else. I will reiterate that message as long as I am involved in promoting leadership practices.

Ronald Marafioti

Executive Board, Maryland Performance Award

Education has been producer-centered, based on the belief that the instructor knows best and the learner is a junior apprentice who must be put through the hurdles prior to being permitted into the real world. Educators must become customer focused. Education must be offered at times and places and in formats convenient to learners rather than being by the faculty, of the faculty and for the faculty. The prime value of this program was the creation of skilled champions of customerization who can facilitate change through action and example.

Dale Landry

President, Southern Alberta Technical Institute

This workshop is definitely NOT for the faint-hearted! Mr. Lawton led us through an intensive, fast-paced presentation designed to reframe how we think about customer satisfaction and service. He encouraged each participant to continually challenge how we think about ‘products’ and our role in providing these to our real customers. He provided a very clear understanding of what a customer-centered culture is and how to create one.

Hazel Mays

Quality Manager, AT&T Global Business Communications Systems

During my long career, I was one of the few people in the world to study under, and spend personal time with Dr. Edwards Deming, Peter Drucker, Joseph Juran, Philip Crosby, Russell Ackoff, Tom Peters and Michael Hammer.  In comparison to those giants of the past, Mr. Lawton is clearly in a comparable position to be today’s premier thinker and practitioner of quality as defined by customer satisfaction. He causes revolutionary new managerial thinking and decision-making.

Bruce E. Laviolette, Ph.D.

Corporate Director of Management Systems, Naval Air Systems Command