What is a CPOP? Do you have any idea? It is one of those industry acronyms that we all hate, but what it stands for is important. It is part of what we have been preaching for almost 20 years. What is your Customer Point of Pain - CPOP? As I have always said, until...

Quick question: Did any of your predictions for 2020 come true? How about those resolutions— how did they work out? Quite the year has passed. I thought I would ask these questions before I gaze into my 2021 crystal ball and see what’s in store! This time last year...

Are you ready to say goodbye to 2020? I know I am. But I have to look back at this year of change, pain, innovation, “pivoting” (and how I hate that word now), reaction, closings, attrition, health concerns, and more before I look forward to 2021. True, it has been a...

I want to take this opportunity to wish you, your family, and colleagues a very Merry Christmas! Also, to those who have spiritual celebrations at this time, including the Jewish community, Muslims, Buddhists, Pagans, and Zoroastrians, all of which occur in December,...

Have you heard the saying, “Patience is a virtue?” Well it is, but there’s more to it than that. Over the last three months, I have had an abundance of client situations where the essence of patience was forgotten. I know that times are different and weird right now,...