Category Archives: Culture

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How to Boost Customer Experience and Improve Your Business

A recent study completed by Business Insider indicated that 66% of consumers are willing to spend more money at a company that gives them an excellent customer experience. Conversely, 60% of consumers have canceled a purchase due to a poor customer experience!

Also, consider that consumers are five times more likely to engage with a sales representative who provides helpful insights and that it takes 12 positive customer experiences to negate the damage from one negative experience!

Based on this compelling evidence, it is hard to understand why businesses don’t spend more money training employees and building systems, processes and tools to ensure a great customer experience!

Good and Bad Customer Experiences

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Men Without Work

America's Invisible Crisis

This week’s book review is Men Without Work by Nicholas Eberstadt

Eberstadt defines a problem in the US that has so far remained invisible to the public: There are literally tens of millions of able-bodied American men who have left the US workforce and are not even trying to participate.

He goes into great detail with charts, research reports, and statistics to try and frame the problem and understand why it is happening. Although he has some ideas on how to solve the problem, the book does not try to create a solution but rather focuses on framing the problem.

Take a look at the chart below to see the worrisome decline in the workforce participation!

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4 Powerful Things I Learned From My Mom

This past Sunday was Mother’s Day and its obvious that none of us would be here if it wasn’t for our mothers. They are truly foundational to our current success!

There are many things that we are taught in our childhood that form the foundation of who we are today. Our mothers are huge contributors to these foundations. My mother did an exceptional job at providing a solid foundation that I have used to build my life on.

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Are You Being Killed By Your Business Plan?

If your business plan was written more than one year ago, chances are it is out of date and not in tune with the current marketplace.

The classic business plans in the past relied on 5 year and 10 year horizons that gave the organization a vision and a direction to dominate in their market. But today, the marketplace is changing so quickly that any long-term business plan is a waste of time and, if you follow it, will probably result in your business failing.

Motorola and the Iridium Business Plan

In the late 1980’s Motorola launched an initiative they called Iridium. This was an ambitious 12 year program to launch 66 satellites that would provide global satellite phone coverage. They came up with this business plan because they saw that cell phone technology was expensive for the users and for the companies providing infrastructure.