Harvard Business Review

APRIL 6, 2018

It happens all the time: A group of managers get together at a resort for two days to hammer out a “strategic plan.” At the start of my public seminars on strategic planning I ask attendees, who rank from board members and CEOs to middle management, to write down an example of a strategy on a sheet of paper.

Strategic Planning 14

Strategic Planning Planning Objective Seminar 14

Strategy Driven

FEBRUARY 9, 2015

Big companies hammer their entire workforce to make certain that their customer satisfaction scores are high or higher, when they could be (should be) creating an internal training program that begins with the word wow, and progresses upward from there. Return on using voice-of-customer in YouTube, blog, and Facebook video posts.

ROI 50

ROI Customer Loyalty Airlines Loyalty 50

Strategy Driven

JUNE 25, 2012

BIGGER REALITY: If companies like Halliburton are able to sell hammers to the government for $6,000, somehow you should be able to get your price if you are within a few points or dollars of your competition. .’ REALITY: ‘The customer only buys price’ is an excuse propagated by weak and lazy salespeople.

Training 50

Training Price Hammer Customer Loyalty 50