Are Your Employees Bad For Business?

Most employees either contribute to value-added operations around the offering, or they interface with prospects and customers facilitating transactions. Although we’d love to have the people in the shop demonstrating customer-led behaviors, the ones with direct interface, at any level, are the ones with the greatest individual responsibility for customer retention. Engineer the customer experience […]

What changes would you make if you were restarting your business?

One of the most provocative questions used in an audit of a firm’s business development process is what would you do differently. Everyone always has an answer and it’s always full of insight. The big follow-up question is “so why don’t you do it now?” Many business leaders are so invested in the direction they […]