Businesses that have experienced high-growth can get myopic and full of themselves. Some make the big mistake of failing to listen to the marketplace. I recently read an email newsletter by Seena Sharp of Sharp Market Intelligence. Seena wrote “Playing the Blame Game,” about leaders and companies who ignored market and customer signals and blamed […]

In the new book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, authors Matthew Dixon, Nick Toman and Rick Delisi say it’s enough to deliver consistently. No need to delight, enchant, shock and awe. According to an article in Sales and Marketing Management magazine, Delighting Customers Doesn’t Pay, The book authors base their claim […]