I’ve come to notice – both as a consumer and as a keen observer of customer management disciplines – that customers are often difficult to please. And there is nothing wrong with this, because customers that are forking out hard earned cash (or credit) should expect a product or service to match their (hopefully realistic)
Having too much choice is often a problem. I’ve written about this before but no one sums this up better than Barry Schwartz in his TED Talk, “The Paradox of Choice“.
There are many greats that have shaped our business thinking today. Mintzberg, Drucker, Porter, Prahalad, and of course the great Kaplan and Norton. The classic management theorists you might call them.
I’ve spent my career consulting – 20 years now and still continue to learn on a daily basis. I’ve tried to condense some of these lessons into this article, so here we go. 1 – Beware first impressions To be conscious of this, you need to understand what forms first impressions and whether these