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One great experience can turn a customer into an evangelist. Do a quick search for “Zappos support stories” and you’ll find dozens of great stories the company going above and beyond for customers. There was the bouquet of flowers sent to a customer whose mother was ill. The time a support agent st Read More

When you’re planning blog posts, it can be hard to keep coming up with good ideas, let alone a good title.Sure, you have a couple in the pipeline, and some other topics you’re itching to write about. But looking at the calendar a couple months down the line, you’re coming up blank.
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In 2015, The Fader reported huge news for Spotify. Out of its 75 million monthly users, 20 million are paying customers. A 26.6% conversion rate is staggering on freemium products. As Jason Cohen says: “A really good conversion rate for free-to-paid is 4%, like Dropbox. Awesome for them, but normal Read More

Evielyn lays out how to create SMART systems so you can scale your business in this episode. She says that bad systems and habits are only amplified by technology. That’s why technology is not necessarily the answer to ‘getting more organised’ or ‘growing your business’ or ‘getting things right. Read More

Two weeks ago I had a brainstorm with my team to think of how to improve productivity; the 4 ideas we came up with increased my output by 375% and ensured that I no longer resort to 70 hour work weeks. Obviously, this was just too good to keep to the Process Street team alone, so stick around if yo Read More

I have used dozens of process management applications—from Asana and Basecamp to Trello and beyond. But the best business process management software application in my experience is Process Street.
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I found out that the average person checks their emails 77 times per day. Seriously? Is that what people do? Back in the 90s, computers used to gleefully announce that ‘you’ve got mail’, but now clearing your inbox is cause for celebration. It’s been said email is evil, a demon, a destructive force Read More

What happens if you make software too difficult to use? Probably the same thing that happens if you never made it at all — no one uses it. Read More

In the blogosphere, there are three types of blogs that are designed to make you money: Authority – The author is in charge, she drives the content and is a niche, subject matter expert or proven professional. Community – The owner drives some of the content, but gets most of the content from her c Read More

In my blog, and its companion Journal of Financial Planning article titled, “How to Deliver Empathetic Service and Gain Client Loyalty,” it’s emphasized that a client transforms from a revenue stream to an asset in the presence of loyalty. Each loyal client that tells others of his or her experienc Read More