How Much Does Customer Experience Matter

Creating a delightful customer experience is one of the most important things in business. Creating a delightful customer experience is also one of the most complex and difficult things to do in business.  Doing that work is so much easier when done with…

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Supplier Relationships May Be The Most Important In Your Buisiness

Supplier relationships are not more important than customer or employee relationships. But so many business owners and business experts don't even put them in the same ballpark. They treat suppliers like the awkward cousins at Thanksgiving dinner. That is a mistake.…

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Work-life Balance Is A Toxic Myth. Katherine Hepburn.

There is no balance. When we seek work-life balance we are seeking that doesn't exist and wouldn't be good enough if it did. Metaphors are powerful. They can change how we think. We use metaphors because they work. When we talk…

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Honeycomb Customer Loyalty Is Sticky

I heard this joke: A: When is customer loyalty not repeat business? B: Wait, repeat business isn't loyalty? A: No. It's not. And can you just answer the question now? B: No. I can't. I need some help. A: You…

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Complaining Customers Are A Gift

The Silently Unhappy We know little about each other when things are going well. The mask stays in place. We find what you are made of when things go wrong. We find what we are made of when things go wrong and…

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Vectors For Change Balloons Representing Minions

Extend your reach. Great Performances rule #2 is: to grow is to delegate. But your workforce, your team, could be so much more than just a tool in the growth of your business. They could be minions of value. You believe…

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Business Owners Stand At The Doorway Of Making Decisions

You are standing at a doorway. We are always standing at a doorway. We have in each moment of our lives a choice to walk through a door that moves us into a new space, or we can leave it…

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Lead The Pride

There aren't any in 'team' but there are 4 of them in initiative. i The i-factor, the heart of the intrapreneur: the employee who behaves like an entrepreneur within the organization. World War I saw the end of battles in formation.…

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Inspiration Will Not Move A Mountain

You cannot move a mountain without inspiration, but inspiration will not move the mountain. Believing inspiration and doing are the same thing is the iMyth. I can come across as being anti-inspiration, anti-self-help, anti-Kumbaya. I'm not. Really. Though I am…

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Putting Good Management Before HR Is Getting The Horse In Front Of The Cart

This is the final article on the report issued by the Business Development Bank of Canada: a study of the top challenges faced by small and medium-sized businesses in Canada. The first two articles were about marketing challenges and financial challenges. The BDC report has interesting data and…

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