From the outside, that competitor looks amazing. The trimmings of success, great PR, well received products, customer advocates, staff talking a good game of obstacles overcome and goals achieved, hit... Read more
When things come to an end, each side thinks about the could’a’-should’a’-would’a’ of trying harder or doing a better job. Bad feelings bubble if either party thinks the other didn’t... Read more
There are some things that demand attention. It’s not if, but when. When they’re big and urgent – blowing up quickly and stopping everything in their tracks – they get dealt with... Read more
Picking out the signal amongst all the noise is one of the challenges. In the moment, everything feels important and it’s easy to get distracted by every skirmish. The customer... Read more
If customers are churning away faster than they’re turning towards, there’s a problem. If revenues are down, if weak staff stay whilst good ones leave, if everything takes longer than... Read more