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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

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

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

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

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

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

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

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 These phrases have been replaced by best friend, friend, fling, and experimenting to name a few.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

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

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

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

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

The discipline of Marketing has evolved to include Informational Technology (IT). Marketing used to push out information and the consumer would react in this vacuum. Now IT comes along with information as their main resource. Marketing

You might think with all the information available on the net rational thinking would drive decision making. After all anyone can find the answers they desire through research. Then you can put the information in an

Information is available everywhere. If you need to find it just search “on the net” and it will be at your fingertips. More and more sites are providing content that continually makes it easier to access

Businesses today have many more ways of reaching customers. It does not matter if they are existing, new or potential customers. Too many businesses focus on how they are unique. What they have to offer. Here

It is very important for businesses to know where they are going. The key component of direction is planning. A detailed business plan becomes a road map of where you need to go. By breaking down

At the end of the day, people will help your business grow, if they are having fun interacting with you. You need to look for unique ways to engage your customers and your team as well.

The digital world has allowed people to be exposed to more information than they could ever deal with in a lifetime. The content by itself is static and flat in its delivery. Marketing of yesterday was

One of the biggest sins is not making decisions. If you let things go,  the decision will be made for you. When you are in a big company, volume covers a lot of sins. Michael Feuer

How you communicate is more important than ever before. Whether you are on the phone, in a presentation, typing an email or posting information on the internet, how you say something matters. And the last thing

There are many people who come to mind for that list. Jack Welch, Bill Gates, and Steven Jobs from business. Vince Lombardi, John Wooden and Red Auerbach from sports. My choice is Alex Ferguson. Who you

  With the preponderance of businesses engaging customers in so many meaningful ways, it is critical to make sure your message says the same thing every time and in every place. Touch points have increased. People

More and more people are starting businesses than ever before. The big difference this time is that most of these new endeavors are web based. In addition, a large percentage of these businesses are starting out