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Are you getting bogged down with your business?

Keeping track of ever-changing and evolving market expectations is a near impossible task to achieve. As business owners, there is no doubt you’ve felt the pressure of trying to hit a constantly moving target when it comes to delivering consistent value to your...

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The Type of Customer Feedback Surveys That Don’t Work.

I’ll never forget the questionnaire handed to me midway through a flight from Los Angeles to Auckland. It was massive. Page after page of detailed tick-the-box or circle-the-response questions – it seemed to me it would take the full 13-hour flight to complete. I...

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‘You don’t lose customers. They choose to leave’

‘You don’t lose customers. They choose to leave’

Customers want to feel engaged, respected and listened to. For example, Imagine how a relationship with a partner or family member would turn out if you stopped listening and caring about them, only rating them on how much money they had to spend on you each week. The...

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Why feedback is important

Why feedback is important

Feedback is the cheapest, most powerful, yet, most under used management tool that we have at our disposal. Feedback is powerful as it helps people get on track, it serves as a guide to assist people to know how they and others perceive their performance. Feedback can...

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Survivorship Bias? What the hell is that?!

Survivorship Bias? What the hell is that?!

One of the greatest examples of Survivorship Bias came from WW2.  During WWII, countries had to solve many mathematical and strategic tasks to succeed in winning and surviving war. One of those problematic assignments was to find ways of improving military aircraft so...

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