Better or CHEAPER?

In today’s economy, we’ve become overwhelmed with choice. There is a seemingly infinite number of options for IT products, professional services, entertainment, nonprofit causes, whatever. The challenge that all of us are dealing with is that because our attention is so divided and the competition is so great that we have been forced into two competing silos: Better or Cheaper. …

What Do Your Fans Say About You?

I was having dinner with some friends recently when the topic of tickets and attending games came up when one of my friends mentioned her last trip to see the Yankees at Yankees Stadium in the Bronx. “I felt abused. Like I was just an ATM.” I’m not sure if it was just a bad day or what…but that’s not …

Sale! Sale! Sale!

A lot is made of “Black Friday” here in America. And for many years I was involved in businesses that thrived on the holiday season as the point in the year when we moved into the black or maximized our profits for the year. But think about that for a second, if your entire business is predicated on one time …

Your first customer…

A lot of time we hear about ways that companies are taxed out and they can’t possibly achieve more or they are doing the best that they can do. If you are a company that desires to be at the top of your market, you need to take a few moments to reflect on your customers and how you can …

Which side are you on?

Recently I had a birthday and what transpired was a tale of two services… The first hotel my partner had been in contact with several times in the month before our arrival to make sure everything was in place for our arrival. The second hotel, had one phone conversation and one email conversation.  When arriving at the first hotel, they …

A Consistent Theme…

If you are to visit any number of underperforming organizations, and ask questions…your answers will sound like some of the below: “Its not my job.” “I can’t make that decision.” “I’ll need to talk to a supervisor about that.” “I would if I could.” Or any number of other, similar excuses.  But here is the thing, they all have one …