OUR THOUGHTS

Readings from our research on performance excellence.

Disney Parks Excites Customers

Do you know how to excite your clients? Disney Parks does. Customers complain when they don’t get what they EXPECT. They EXPRESS what they would like. But to EXCITE your customers, you need to solve a problem they didn’t know you could solve. Disney does this every...

Argyll Motor Works

Just south of Loch Lomond in West Dunbartonshire, Scotland is a beautiful building that was once the largest car factory outside the United States. In the early 1900s, Argyll Motors Limited was a flourishing motor car manufacturer. Between 1901 and 1906 their business...

The Sears Catalogue Experiment

Sears isn’t doing so well. In Canada, their liquidation sale started at 54 locations on July 21st, 2017. This follows Sears Canada filing for creditors protection on June 22nd. For Sears, the stores are more valuable as real estate than they are as retailers....

The Helicopter Ride

Perspective is everything. This story is from the perspective of the vice president at a mining company in Canada. I once took a helicopter ride with our CEO, John. As we flew over one of the company’s major mining operations, John turned to me...

Lumber Sales & Solving Customer Problems

Business is about taking knowledge and reconfiguring it to solve a problem for a customer. Whoever solves it the best, the fastest, and the cheapest wins. It’s that simple. There was a Home Depot in downtown Jacksonville, Florida that had difficulty selling off their...