The Service Experience Should SURPRISE! your Customers

Building an effective strategic plan for most businesses is typically a challenge. The process can be time consuming, expensive and is based on traditional academic planning principles aimed to define...

18 Des 202328min

Branding today is focused on what businesses PRODUCE as demonstrated by this typical brand statement: “I help individuals reassess their life choices to discover their true paths to success.” Whereas ...

11 Des 202326min

Most organizations focus on delivering what their customers NEED. The problem is, competition in the ‘NEEDS’ space is fierce; low prices are the main emphasis with the impossibility of any business ac...

6 Des 202323min

A ‘Dumb Rule’ is a rule or policy that customers HATE; it is used to control customer engagement and not enable it. Dumb Rules create internal friction in an organization that prevents smooth fulfillm...

4 Des 202324min

Everyone seeks perfection in business and in life. We aspire to be ‘perfect’ in everything we do. How is that even possible in a world that is imperfect? And who determines what’s perfect and what is ...

27 Nov 202319min

What’s the first thing most people do when confronted with a challenge or a problem to solve? They ‘Gargle Google’! They look for how others—Best in Class—have addressed the issue and then they copy i...

16 Nov 202325min

Put The Textbook Down! is the mantra that professionals need to follow if they want to achieve breakaway performance. Of course, education is essential to preparing everyone for a rewarding future. Bu...

5 Nov 202319min

In this episode, Roy argues that businesses are doing a mediocre job of declaring why people should buy from them as opposed to their competitors. The use of CLAPTRAP word like “better”, “best” and “#...

2 Nov 202320min