Small Business Blog from Atlantic Canada

The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is a part of it. We are not doing a favor by serving him. He is doing us a favor by giving us an opportunity to do so.

Recently I was having a conversation with a small business owner about their organization’s marketing strategy. I was shown a copy of the report and was not surprised to find many tactical items within the strategy. It contained topics like where to place ads, value proposition, competition pricing, etc. Having worked for more than seven [...]

Strategy is something that your organization has to act on every day. And strategic plan is nothing but a bunch of objectives you want your organization to achieve. (You also hope that reaching those objectives will help you obtain or sustain your competitive advantage.) The decisions your front line staff makes when dealing with customers impact your organization. If you have been unable to connect the actions of these individuals to your strategy, your organization is going to flounder from one initiative to the next - without success.