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Building owners and managers are in an existential bind. They have trillions of dollars invested in the built environment, yet many occupants are concerned about returning indoors (55% of U.S. [...]

B2B marketers constantly dig in to understand how customers think, judge, and determine what’s important to them. All this to create better messages and engagement. They pull qualitative [...]

Try this brief exercise. Think about the most important lessons you’ve learned in life, the truly important ones. –> Now pick the most important one. Your most valuable lesson [...]

You know you’re under the front wheels of the contract cancellation bus when customers place you, their service supplier, in a poor light so they can come out smelling like roses. That kind [...]

This is isn’t about a deranged runway exhibitionist. It’s about suppliers’ frustrations with customers’ behavior in service relationships. Does the following scenario [...]

If there’s one must-have, die-without sales training, it’s understanding Points of View (POV)…that are not one’s own. POV is the genesis of customers buying, contracting, [...]

The airline industry is a great model for looking at big pain compressed into a short history. It provides insights into cost cutting strategies, and how they play out over time. Using our model [...]

That’s right, in the head, not the foot. Because the foot might take some time. And US Airways appears in a hurry to end it all. US Airways Targets its Noggin In the past US Airways, like [...]

The world, our world, evolved a while ago into one world. It’d been happening for decades, helped by technology that enabled information to pass instantly from one side of the planet to the [...]