Business Wisdom

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Key Performance Indicators – KPIs


Performance Measurement Performance Measurement is only as good as your understanding (accurate understanding) of which factors make the most difference in your business. These factors, often called success factors or Key Success Factors (KSF), vary widely by business sector, but … Continue reading

Social Verification and Your Business

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Are you using the power of social verification for your business? You need 5 Star Reviews! You know those little logos and certificates and badges people put on their websites? From the BBB®, Angie’s List®, etc. Those are called trust … Continue reading

Net Promoter Score

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Are you using the Net Promoter Score (Reichheld, 2003)? You should at least understand what this important measure tells us about buying behavior and customer acquisition…. When I ask small business owners what their main source of new business is, … Continue reading

Mehrabian’s Rule

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In customer service not only what you say but how you say it. In certain kinds of essential customer interactions – customers weight your message as 7% your word choice, 38% tone and 55% body language. This is known as … Continue reading

How to Manage Cash Flow

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How do you manage cash flow? Managing cash well is an essential part of Minimum Enterprise Competence™, so we emphasize it in Business Kung Fu™. Problems with cash flow are a killer in small business. I would imagine that if … Continue reading

Hire Objectively

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Hire Objectively! The more objective you can make the hiring process the better your results will be. It’s so easy to mess up hiring, and the cost of getting it wrong is huge – lost time, lost productivity, wasted training … Continue reading

Customer Focus Measurement Questionnaire

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How Customer Focused is Your Organization? (for Leaders and Managers) It’s not uncommon for a company to start off being customer focused, but to drift from this over time. The pressure of growth, layers of bureaucracy, new team members without … Continue reading

Scalability Gap

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Scalability Gap – Over the years I have seen a tragic pattern of small businesses that start to grow then encounter a cash crisis and either fail or slide back to their previous size. It goes something like this: The … Continue reading

Telephone Best Practices for Small Business


Knowing how to effectively use the telephone as part of your sales process and/or customer service can be a key to your success. The telephone is a make or break element in many business models – fortunes rise and fall … Continue reading

Digital Marketing Glossary


I have created this digital marketing glossary to help you navigate the lingo of digital marketing. This is also meant to be an educational resource. Ever wonder what A/B Split Testing is? How about affiliate marketing, how about a lead … Continue reading

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