Keys to Success

Not something that you typically associate with business coaching and consulting, physical plant (facility) management and company technology infrastructure are an essential and frequently overlooked part of running a successful business. It is not the most glamorous part of running a business, but something that we have spent a lot of time working on over
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Why Your Customer Experience Matters

The customer is always right. Right? Maybe they aren’t always right, but the customer-centric perspective is crucial when making changes to your business. Measuring decisions against the customer experience quality metric will help ensure that you are providing a positive interaction. Even though I am what most people would call a “techie,” I am still
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Yes, You Can (and Should) Ask for Help

What’s the scariest thing you’ve ever done? Move to a new town? Jump from an airplane? Start your own business?  The world is full of dreamers with big ideas and even bigger guts to pursue those goals. It’s also full of detail-oriented planners and organizers that may have a dream but are too scared or

A Case for Authenticity

Wine.com, WineLibrary.com, and all of the other online liquor stores are undoubtedly riding the COVID19 direct-to-consumer online purchasing wave. As reported by Silicon Valley Bank in the “State of the Industry 2021” report on the wine industry, shipping direct-to-customer sales growth has increased by 153%, with a 190% increase in order numbers. There is no

How-to Guide: Map the Customer Experience

We recently prepared an article about Customer Journey Mapping for our friends at WineDirect. Learn more about how mapping your customer interactions can lead to more growth and increased sales.  You may have seen or heard the term “customer experience journey mapping” but may not be familiar with what it entails or have a good grasp

Proper Prior Planning Prevents Poor Performance

With COVID-19 business closures reaching further into the future, it is a good time to start working on how to get customers back into your business, once you are reopened; while simultaneously working on the best way to manage the changes brought about by the lockdowns. Now is the time to build plans. A few