The Case for Simplicity
Top impediments to growth per Bain & Co who asked 377 executives: 45% insufficient resources (people, funds, tools and time) Inability to focus (too many distractions, indecisiveness) Culture (risk aversion, bureaucracy, no bias for action) Organizational complexity Weak business plans (unclear vision, competing priorities) Missing capabilities (gaps in staffing, poor organization) These sound easy to […]
Say No To Bad
Businesses have been taught that it needs every customer it can get. The more the better is their motto. Never turn down $$$’s. The reality is some customers or people for that matter are just not worth it no matter what. They require too much effort relative to the money. Now the question becomes, how do […]
A Culture of Compassion Has the Largest ROI
When one thinks of a hospital you think of illness. Plus dealing with caregivers, doctors and administrators who just do their job. It is no wonder people do not have a positive predisposition toward hospitals. Can a positive interaction with someone at a hospital make a difference? The obvious answer is yes. How you make […]
Say “Thank you” Please
When we were all children our parents reminded us to always say thank you. Some were reminded more than others… By expressing appreciation, you are letting the other person know you recognize their action. You are taking their behavior and making them feel as if it was a worthwhile endeavor. I know when someone thanks […]
Experience is the New Differentiator
Delivering on an expectation is no longer enough. I go to a store, buy ice cream, pay for it, go home, and devour the quart. I feel good but what about everything prior to my consuming chocolate fudge brownie ice cream? It sounds pretty nondescript. What could have been different? I could have been offered […]
Look Inside First
The ambassadors for your brand are your internal team. They are the ones who communicate with your customers. How do you treat them? Do they have everything they need to succeed? What do they know about the company and its future? What can you do to make your team believe you are going to be […]
The Secret Word to Success Today
It’s Empathy! One of the most important words in our world today is empathy which is defined as the ability to understand the thoughts, feelings or emotions of someone else. In business it is a term that will help you determine if your employees are a good fit and can connect with your customers in every […]
A New Form of Market Segmentation
Heavy, medium, and light users were terms used to describe purchasers for many decades. These phrases have been replaced by best friend, friend, fling, and experimenting to name a few. The customer wants to be treated the exact same way they interact with the brand. By delivering consistency with the customer’s expectation, you create a […]
The 3 C’s of Communication
Whether you are a large company with multiple divisions in the USA and abroad or a small entrepreneurial business, it is important to have only one story. The large enterprise may have multiple departments with their own priorities. It is critical for the corporate vision to be integrated into all forms of communication internally as […]
A New Chief in Business
The rise of the Chief Customer Officer (CCO) has provided a voice for the customer at the executive level. The most important relationship for a business today is between the business and its customer. The customer is now king. His wants and needs are priority #1. In addition, the delivery of his goals has to be […]
Strategic Planning for the Little Guy
You have had a business for several years. It has grown and continues to grow. You make decisions based on instincts and looking in from the outside all appears to be going well. However, competition is starting to make in roads into your markets. Technology is playing a role in getting to know your customers […]
Words are Growing Louder and Louder
With the growth of the internet, social networking, and email, words are playing a more vital role in communication. It might even be said that words are defining the relationships people have with each other. It is no longer just personal relationships but business relationships are being defined by the words we use in writing. […]