Bull’s-eye (May 2015)

Are you on target? Do you have a sufficient understanding of your target market to know what the center of the bull’s-eye looks like, the concerns of your target customer, the ideal solution, likes and dislikes of competing solutions, components …

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Putting The Customer Last (April 2014)

What do my doctor’s office and the local Chevrolet dealer have in common?  Recently, they both decided to put the customer last.  While my doctor’s office probably considers me a patient as opposed to a customer, people have choices when …

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(Little) Buying Influencers (August 2013)

Last month I wrote about customer loyalty and posed the question of whether businesses understood why customers stay with them.  But what influences buyers in the first place? As a former finance leader at LensCrafters I was one of the …

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Loyalty vs. Inertia (July 2013)

Are your customers loyal or are they returning due to habit or the inertia of not wanting to invest the energy to find an alternative?   For some businesses, it is easy for customers to change.   For others, it takes a …

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How’s the Economy? (Jan 2012)

People frequently ask me “How’s the economy?” They do this because I work with multiple companies and have insights into their performance against plan and the prior year. But the truth is that I don’t spend many cycles thinking about …

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