Tag Archives: customer

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Is Your Business Missing Out on Valuable Opportunities?

Microsoft, Amazon, Apple and Facebook get much of their value through the use of Multisided Platforms (MSPs).

MIT Sloan define a multisided platform as “technologies, products or services that create value primarily by enabling direct interactions between two or more customer or participant groups.” For example:

  • Apple connects app developers with iPhone users who have a need for the functionality that the app provides.
  • LinkedIn connects professionals, recruiters, and advertisers.
  • Microsoft uses Windows to connect users, third party app developers, and third party hardware manufacturers
  • Amazon and Alibaba connect sellers of products with a vast set of users that want to buy products.
  • AirBnB connects building owners with people needing to rent space.
  • Uber and Lyft connect drivers and passengers.
  • American Express, Visa, Paypal, and Square connect merchants to consumers.

MSPs are a very valuable and viable business model that creates value by reducing search or transaction costs for all participants.

Is your business leaving money on the table by not leveraging an MSP approach? Or, worse yet, are you leaving your business vulnerable to competition who have determined a unique MSP offering that threatens your existence?

What can you do to leverage the MSP strategy and how can you implement it in your business?

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How to Make Your Customer a Hero

Everybody wants to be a hero! We all want to be the shining star that our family, friends, peers, industry, and customers look up to!

However, to be that hero, a business leader must take a counterintuitive step backwards and become a supporting character.

Our customers do not want to hire a hero, they want to be the hero!

The best thing we can do for our businesses and careers is to make the customer the hero. In doing so, we will accelerate our business and career and, in a round about way, become heroes ourselves!

What does this supporting character look like? Well, Luke Skywalker would never have succeeded without Yoda by his side to equip and guide him. James Bond would have died in his first movie if Q had not outfitted him with state of the art gear. This theme repeats over and over again in movies, comic books and in real life!

No great leader has ever risen to the top without being supported and guided along the way by a cast of supporting characters. We all have teachers, mentors, coaches, and advocates in our personal and professional journeys that have shaped us into who we are today. This applies to world leaders, business people, innovators, athletes and entrepreneurs. It applies to Elon Musk, Jeff Bezos, Warren Buffet, Bill Gates, Michael Jordan, and to you, me and our customers!

So, how do you become the supporting character and make your customer the hero?

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Acres of Diamonds

Think Big Things and Then Do Them

This week’s book review is Acres of Diamonds by Russell Conwell.


Conwell was a war hero, lawyer, businessman, educator, orator, minister, and visionary who is probably most famous for founding Temple University and for his trademark lecture “Acres of Diamonds.” This book is a transcript of the lecture along with a biography of his life and a commentary of the impact he has made on the world before his death in 1925.

The central point of the Acres of Diamonds lecture is that we do not need to look in exotic places to find business opportunity. Business opportunities are all around us. All we need to do is change our focus to looking at the needs of society and the people around us . . . If we strive to serve their needs, business opportunity will present itself!

My takeaway from this book are these three statements from Conwell’s lecture:

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Be Amazing or Go Home

Seven Customer Service Habits That Create Confidence with Everyone

This week’s book review is Be Amazing or Go Home by Shep Hyken.


Hyken does a stellar job of describing the epitome of customer focus! This book focuses on what “Amazing” looks like to a customer and the personal and corporate habits that each of us need to cultivate to attain the “Amazing” status.

My takeaway from this book is twofold. First, the seven habits of Amazing listed below:

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10 Ways to Provide Sensational Customer Experiences

As technology advances and more and more products and services become commoditized, the only thing that separates one business from another is the customer experience.

Poor customer experience can easily destroy a business . . . If you don’t believe this, just ask United or American Airlines. One ugly incident can destroy the customer loyalty that has taken years to build!

Conversely, exceptional customer service can accelerate a business and its profitability to new heights!

What Experience Does Your Business Provide?

I recently switched things up and gave up my BMW car for the iconic F150 short box 4X4 pickup truck. Aside from the obvious complete change in driving performance and utility, I was taken back by the lack of customer experience offered by Ford in comparison to BMW. For example: