Jonathan Narducci

Wasting Time and Delivering a Hit on “Trust”

It's spring, and now is the time for the lawn service companies to line up customers so they can plan their season's work and lay out their routes for delivering their weeding and fertilizer products. We get lots of calls and mail flyers...

De-motivating Self-Motivation

Most management techniques include motivation methods and mechanisms, proselytized by training gurus and motivational speakers who tell us that in order to get the most out of our staffs, and ourselves, we need to develop "motivators." I don't agree. We have all...

Making a Case for “Overhead”

Have you ever had to wait in an extraordinarily long line to make a purchase while there were unmanned purchase stations? How about returning a defective item either by going back to a store or via mail? When you get a product...

The Misconceptions That Take the Value Out of “Value Proposition”

While there's a good deal written about how to create a good value proposition, businesses' embrace of the concept seems to be lukewarm at best. That's probably because they overlook the total value behind developing and using the tool – which is what...

Can “Management” Hinder Centricity Progress? Do Words Matter?

Why have I been reading lately that while customer centric behavior is increasing in companies, it's still more of an inside-out process than outside-in? Having thought about it, I came to the conclusion that one of the reasons is because words matter. Take the...

Empowerment Principles

"Empowerment" is one business capability needed for successfully executing customer focused strategies. If properly defined and implemented, it enables company personnel to take customer focused action, feel a sense of ownership, take initiative, make better, timely decisions, and use their self-motivators creatively, all...

Non-Product Innovation Opportunities? Ask Non-Product Questions for the Insight!

Companies spend a lot of time and money collecting, managing, analyzing, creating knowledge and applying data collected from customers, which is good news. Developing insight about customers helps create successful customers, necessary today because they're increasingly looking for unique, high performing solutions to...

Loyal Customers or Valuable Customers?

What would you rather have, loyal customers or successful customers? Which group would be more valuable to your company? These questions are meant to point out that loyal customers aren't necessarily valuable ones because loyalty usually means that customers buy from you...

New Posts