Many businesses understand the need for training front-line workers to be polite, empathetic, and knowledgeable. But great front-line service is simply not enough. Everyone in the business is responsible for delivering the results the customer wants. As a manager, you have the power and responsibility to strengthen the first link in the Service Profit Chain:...Read More
SWOT as most would know, is an acronym for strengths, weaknesses, opportunities and threats. Doing a SWOT analysis for your business gives you a snapshot of where the business is now in terms of its ability to succeed and helps you develop a strategy for its future. Strengths and Weaknesses are the internal factors of...Read More
Customers buy differences they perceive, and they buy value. Value can be defined as the benefits a customer receives divided by price they pay. To increase value, you’ve got one of 2 strategies—decrease the price (so that perceived value exceeds price), or increase the benefits (perceived or actual). We know that the former is an...Read More
There once was a man who was very excited. His brand new large-screen OLED TV had arrived the week before a big football game broadcast and he was busily preparing for the big day. On the eve of the game, the TV just stopped working. A complete blank. He immediately ran to the store he...Read More
