I recently heard a distinction that stopped me in my tracks: the difference between customer service and
October 20, 2025
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July 22, 2024
The Power of Referrals in Business
Many businesses depend almost exclusively on referrals. A few come to mind right away: real estate agents,
June 24, 2024
Unlocking Customer-Centricity: Five Models to Transform Your Business
It is one of my mantras: “Whoever owns the voice of the customer owns the marketplace.” As
December 11, 2023
The Strategic Power of Customer Relationships
The voice of the customer is everything. It should be a primary focus of your strategy. It
July 31, 2023
The Recipe for Repeatable Success
Because of my travel schedule (200+ days a year), I go to a lot of restaurants. There’s
December 13, 2021
How to Win in a Local Market
A good friend of mine that is starting up a new professional services firm asked me to
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