The importance of performance metrics

Last time, we talked about metrics that answer questions to help you increase sales. Metrics aren’t solely about sales and marketing. Quality and performance metrics drive your business. Can you identify a few that would cause serious concern if they changed by as little as five percent? If there are, how are you monitoring them? Monitoring […]

Half of China’s companies do this

Recently, I was reading a story in the New York Times about a Chinese city’s effort to vastly expand their use of industrial robotics. The story’s video hits home 98 seconds in. The official being interviewed indicates that the city’s goal is to reduce the number of employees by half and finishes his sentence by […]

Your systems should focus on your clients

Do your systems serve your internal customers or all of them? By internal customers, I mean your accounting department, the staff on the shipping dock, customer service representatives, sales people and so on. Systems that serve your internal customers do things such as accept, validate and record orders, track commissions, automate shipment notifications, manage inventory and […]

Big Data, Small Business

Last week, we talked about questions. Questions tend to produce answers and more questions, which can result in a pile of stuff that overwhelms a small business. As a business and client base scales, these questions produce data that you can use for guidance, decision making and to ask even better questions. Again, this can […]

What if you actually followed up?

Does your business follow up with your clients and prospects like you should? You should probably consider what “like you should” means, before deciding whether you follow up properly or not. Having done that, let’s define “follow up” as continuing the conversation with that particular prospect or client, in exactly the context they are in […]

They really aren’t very good at marketing

One of the most common marketing mistakes I see is focusing solely on new clients and doing so in a way that annoys everyone else who has (or had) a relationship with your business. This quote from Facebook (above) about a New England newspaper’s Groupon deal is but one example. The process The process goes […]

How to create good surprises? Baby steps.

Recently, a couple of real estate transactions provoked me to write about surprises. In that piece, surprises were not a good thing. Yet sometimes, surprises are exactly what you want to deliver. So how do you decide which surprises are good and which aren’t? You need to find a difference to choose a good one – […]

Are you un-coachable? Drips might help.

Frustrated with the rate of change or accomplishment of new work in your business? I had a conversation recently that might help. Ann: Sometimes I think some of us are un-coachable. Mark: Reminds me of “When the student is ready, the teacher will appear.” It’s huge for those who teach and/or coach – you have […]

Are you being showroomed?

photo credit: DaveLawler If you have a retail store, you’ve almost certainly had people showrooming in your store. If you haven’t heard the term,”showrooming” can be summarized as “shopping at local stores to check out an item before buying online.” Showrooming takes different forms and includes: Price checking items on the internet while walking through […]

Six simple questions about your website

photo credit: milos milosevic I received these questions in an email from Tony Robbins last year. The premise was to ask if you could answer these questions without doing a bunch of research, much less if you could answer them at all. How many visitors come to your website per month? How many of those […]