Managing expectations: The quality delusion

Business is about taking knowledge and reconfiguring it to solve a problem for a customer. Whoever solves it the best, the fastest and the cheapest wins. It’s that simple.  There was a Home Depot in...

Do it like Disney

Do you know how to excite your clients? Disney Parks does. Customers complain when they don’t get what they EXPECT. They EXPRESS what they would like. But to EXCITE your customers, you need to solve...

Treat the team as the heart of the organization

In 1986, the Boston Red Sox were up three games to two in Game 6 of the World Series against the New York Mets. The Red Sox had scored two runs in the top of the 10th inning. In the bottom of the...

5 books to add to your summer reading list

Summer is upon us! Whether you’re an aspiring entrepreneur, a small-business leader or self-improvement junkie, here’s a selection of books to inspire you during your downtime this season. Mindset...