Customer intimacy

It’s likely you’ve read the HBR article from 1993, Customer Intimacy and Other Value Disciplines. If you haven’t, you must. It does a great job outlining the three main tenets of building a great [...]

Incremental planning

Lincoln famously said, “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” The whole idea of properly planning and preparing isn’t a new concept. We all [...]

Completely delighted

We often talk about deliberately delighting our customer. I’ve heard some people say in the last year that ‘delighting’ is now an overused term. It’s probably true, as is the case [...]

Knowing and doing

Someone once wisely said, “it’s not knowing what to do, it’s doing what you know” – this is not only true in the most obvious way, it’s also something that we all struggle with. Practically and [...]

Personal bubble space

Maybe Carl Jung was right when he said, “There is no such thing as a pure introvert or extrovert. Such a person would be in the lunatic asylum.” Last year, a study on human spatial behavior was [...]

Over and under

I’m guessing you’re familiar with the term ‘sandbagging’ which relates to not over-promising. It’s a common sales term and wise strategy. Being conservative isn’t a bad idea but [...]

The right formula

There is a formula you are likely familiar with. It’s been used by John Maxwell and Zig Ziglar and many other leaders. I even wrote a short blog post on this formula back in 2015. It’s a formula [...]

Forming habits

I’m not convinced that it really takes 21 days to form a habit. I’m not convinced it doesn’t. What I am convinced about is that unless you want to get something done, it won’t get done if you’re [...]