The best time to learn why a plan failed is before you start it.
Why Referred Customers Are Worth More
Your happy customers know which of their friends would suit you better than any advert ever could.
The Most Powerful Growth Lever You’re Probably Not Pulling
A small change in what you actually charge can do more for profit than a big change in how much you sell.
Growth Usually Comes From More Customers, Not More Loyal Ones
Loyalty programmes reward the customers you already have. Growth usually needs the ones you don’t.
Your Lost Customers Know Something You Don’t
Every customer who leaves takes a lesson with them. The only question is whether you collect it first.
A Single Score Won’t Tell You What Customers Think
A customer score tells you something happened. Only customers can tell you why.
What Are Customers Really Hiring You to Do?
Customers hire what you sell to help them make progress in their lives.
Being Small Can Be Your Strongest Position
For many customers, your humble start is the very reason to root for you.
Your Price Is Part of Your Product
Your price tells customers what to expect before they’ve seen anything else.
Your Customers Probably Don’t Think You’re That Different
Customers rarely choose you because you’re different. They choose you because you came to mind and were easy to choose.
