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LATEST FROM THE BLOG

The best bet is to invest in the customers you have

If you accept the proposition that anyone who is willing to pay you for a good or service is worth paying attention to, then any customer is good your business. Right?Maybe not.Some customers produce revenue for you, but the emotional and financial costs you incur to generate it are unreasonable.Some customers are more of a hindrance than an asset.These are low or "no value" customers who should

How to not make your startup unique and special

If you want your startup to be like others and avoid being special, unique and remarkable, practice these five things.1. Copy what others are doing with the hope that what they do will work for you. Most startup organizations are into benchmarking. They search for best practices and try to match best of breed. All this does for your startup is make it like other organizations; yours joins the cro

This is what happens when people have genuine emotion

There IS a secret ingredient to mixing up a brew of remarkable customer experiences. And it's not just about your service strategy.And it's not just about the theory of customer behaviour.And it's not about "smile training" and how to overcome objections.So much is being written about how to build an effective customer experience strategy. In fact, advice and direction is raining down on organiz

Why should you say NO! to the crap you produce?

If your new strategy development process does not deal with the CRAP you need to eliminate, it will surely fail.There is no way you can renew your strategic direction, target new customers and re-vector your competitive claim if you continue to do things that were part of your old plan. You simply do not have sufficient resources and bandwidth to do it all, and even if you did, the past will crea

What happens when you get sales fast and easy?

Traditional strategic planning methodology is all screwed up.  First, it is woefully inadequate in terms of creating unique competitive advantage. The tools to define how one organization is different from their competition in a remarkable way are not provided to strategy developers.In fact the question is never asked. The conversation is replete with how to gain a market advantage but it never e

How to accelerate your organization to the highest level

If you feel your organization is hovering above the same level of performance year after year, try these 10 breakaway actions.They will give you new life.1. Renew your strategy every year if you want to avoid it becoming stale. Never assume that what got you to your present point will work going forward. Environmental conditions change; an organization's strategy must as well.2. Focus your time

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