The short answer is customer feelings. The day has come and gone, where product and services stand on their own merits. In today’s economy, businesses must be keenly aware of how they are making their customers feel. If you’re not managing this...

Time is money. Time is short. Time is a precious commodity to a business. What are you doing to reduce the time and toil customers have to spend doing business with you? Maybe it’s time to look for ways to save your customers more of their prec...

Mature companies often find themselves saddled with internal squabbling about issues that are actually quite insignificant. If this is happening to your company, you are inadvertently taking your eye off the customer ball. Maybe it’s time to re...

Black holes are unanswered  communication. As time ticks by, the inquiring party becomes increasingly agitated because their inquiry has gone unacknowledged, and unanswered. Many deals have been lost, and many customers have defected becau...

Margin erosion is a sneaky business killer that can unnecessarily send a company to the boneyard. Becoming a doctor of details is essential to protecting the precious pennies of profitability. If you are not willing to get into your company wee...