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“There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.” – Sam Walton

“There is only one boss. The customer. And he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.” – Sam Walton

by | 8 Nov, 2021 | Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Lifetime Value, Success

Is anybody better able to make statements about customers and business than Sam Walton? After all, he founded what is now the world’s biggest retail group, Walmart, as a discount store in Rogers, Arkansas, just under 60 years ago, in 1962. Today, that single discount...
“Stopping advertising to save money is like stopping your watch to save time.” – Henry Ford

“Stopping advertising to save money is like stopping your watch to save time.” – Henry Ford

by | 2 Aug, 2021 | Advertising, Business - General, BusinessFitness, Customers, Economy, Lifetime Value, Marketing, Profitability, Sales, Social Media

I’m always amazed by how often one of the first areas cut when a business is looking to save money is advertising / marketing. Henry Ford perfectly sums up why this is a case of ‘penny wise, pound foolish.’ The problem is that advertising can, and should, lead to more...
Defining Your Ideal Customer Boosts Profits

Defining Your Ideal Customer Boosts Profits

by | 21 Jul, 2021 | Advertising, Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Growth, Lifetime Value, Marketing, Profitability, Sales, Strategy

Do you know who your ideal customer is? Who you would most like to have as customers for your business, and is your business set up to attract and retain them? Businesses often evolve from selling to an initial small base of customers to trying to serve a wider and...
Leadership in Times of Crisis – 5 Cornerstones of Effective Action

Leadership in Times of Crisis – 5 Cornerstones of Effective Action

by | 15 Jul, 2021 | Board & Governance, Business - General, BusinessFitness, Customer Service, Disruption, HR & Personnel, Leadership, Lifetime Value, Pandemic, COVID, Strategy

With anarchy gripping parts of South Africa, business owners here – even those not directly in the path of the violence – are facing the real prospect of serious issues with their businesses: staff safety, supply chain, customers, payment systems and general...
“It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.” – Henry Ford

“It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.” – Henry Ford

by | 5 Jul, 2021 | Business - General, BusinessFitness, Customer Experience, CX, Customer Service, Customers, Excellence, Lifetime Value, Marketing, Sales

No doubt the sentiment behind this goes back to the earliest days of business, but Henry Ford summed it up nicely. And yet, it seems, it’s something so often ignored, or at least forgotten: without customers you have no business! I had a couple of great reminders of...