1) Thomas Edison once said “There is far more opportunity than there is ability“. Potential always dwarfs performance. Once you recognize this, it allows you to question what you currently may accept as the limit of what you could do, and what is good enough. It’s worth acknowledging where greater Read more…
How do the economics of customer loyalty impact your ability to generate profitable and sustainable growth? There are several ways that these two things interconnect. Stay until the end, this one is really surprising! At the most surface level, buyer economics are at play. Customers with emotive loyalty spend more Read more…
Given the low correlation between customer satisfaction and the things you want from your relationship with customers… (wallet share, positive word of mouth, repeat business) a lot of organizations are moving to indicators of loyalty. Aren’t satisfaction and loyalty the same thing? Not really. Related, but totally different. Jim Rohn Read more…
A common mistake in leading strategy is the failure to be completely clear about what you’re trying to accomplish. In some instances, it can be as simple as just writing it down. Once enough general discussion has taken place with certain people in certain rooms, it is easy to acquire Read more…
One of the operational challenges of implementing a client facing strategy is to ensure that all front line policy supports either the transactional or relational focus you’re working to implement. If you’re focused on delivering purely best price, you want a fair set of customer policies that ranges into the Read more…
We all trudge on under the assumptions of what can and can’t be done in our market, given the “realities”, what we see competitors and peers do, competitive forces and limitations. This can both allow you to manage what you believe to be true about your environment and also limit Read more…
How do you handle the prioritization of projects when your organization has more projects than money? There are many interesting dynamics that come into play when you’re tasked with prioritizing a laundry list of corporate projects, ensuring that the right ones go ahead but knowing that not all of them Read more…
With most things related to organizational improvement, the answers to your biggest problems are usually less complicated than you initially think. When there is a lack of clarity, it usually speaks more to your perspective and understanding than the problem. Because of this, you need to surround yourself with people Read more…
There is a whole encyclopedia of body language to learn, this is just the last part of a 4 part primer series. Hands: The hands are a major insight into communication. We covered open/honest and dominant/closed with which direction the palms are facing already. One that is interesting to note Read more…
Now that we’re into part three, you’re probably becoming quite a bit more aware of your own body language, and that of the people around you. Strap in, we’ll cover some more. It’s good to cover the theory of all this, but being effective in reading it is a matter Read more…