Category Archives: Marketing

What a Customer Needs May Not Be What He Wants

The owner of an IT services company recently presented his new reporting system to his peer board. They had provided substantial input as to what they, as customers, would want to see from their technology provider. Per their advice, he provided … Continue reading

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Is Uber Really Disruptive Technology?

I attended a technology awards event a few nights ago. The speaker extolled technology as the engine of change and economic development, while attendees posted pictures of each other for the Pinterest feed on the screens to either side of … Continue reading

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Reputations are Sticky

“We have a great reputation in our industry.” In thousands of hours of coaching and facilitating I’ve never heard a business owner say “We have a lousy reputation.” The myopia of working hard to deliver a product or service leads … Continue reading

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Google, SEO and the Yellow Pages Game

When the Yellow Pages were a primary source of advertising for small businesses, they had a nifty sales technique. If an advertiser was doubtful about the value of an ad, their sales rep would offer a special telephone number to track how much business … Continue reading

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The Tyranny of The Bad Customer

“The customer is always right,” or at least that’s what most business owners profess to their employees. We post it for all to see. “Customer satisfaction is job one.” “Our boss is the customer.” The most important person in our … Continue reading

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