Lean business practices

Small Business and Startups: 3 Essentials for Customer Service

Mike | November 19th, 2012

I had (another) bad customer service experience with an airline last week. I know – a shocker. Sometimes I start to think that poor service and unhappy customers are a requirement for the airline industry. That this is a part of meeting some unwritten baseline needed for any entrant in the space. Then I come […]

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Small Business and Startups: Slice & Dice Your Customer Service Data

Mike | October 29th, 2012

After every quarter I delve into our customer service data to have a look at a few things: first (and foremost) are we effectively meeting out goal of providing world-class customer service to our community? Next, what is the demand on our system and do we have capacity available to meet it? Third, have we […]

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Small Business and Startup Tips: Pricing and Analysis

Mike | October 22nd, 2012

Periodically every business needs to take a fresh look at pricing their products or services. There are several basic questions that need to be asked, and then a great deal of work to analyze the current state of pricing data and then to forecast the impact of any change in pricing. First, you need to […]

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Lean Marketing Tips: Public Relations and Focus

Mike | August 13th, 2012

“The three main elements of public relations are practically as old as society: informing people, persuading people, or integrating people with people” ~ Edward Bernays  Most startup entrepreneurs and marketing professionals will agree that a robust public relations strategy is crucial for startups and many small businesses. While there is no argument that these efforts […]

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Lean Marketing Tips: Increasing Lifetime Value With Email Campaigns

Mike | July 9th, 2012

It is a truism of the business world that it costs more to acquire a new customer than it does to retain an existing one. It is also a truism that every business extracts a relatively predictable economic value from a given customer based on amount of money spent with a company minus the amount […]

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Your Startup Or Small Business Sucks But You Can Fix It

Ross | June 28th, 2012

Don’t take it personally, but your startup or small business sucks. Most do. Here’s why. Even the best companies become complacent, over time. At its peak, Kodak controlled 90% of the US film market and was one of the most valuable brands in the world. Sony, not long ago, dominated the market for televisions, cameras, […]

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Lean Marketing Tips: Blogging to Build Audience and Drive Traffic

Mike | June 18th, 2012

For many small businesses and startups, blogging is an inexpensive and effective strategy to drive traffic to a site, develop a reputation, and build an engaged audience of potential customers, even fanatics, who will share your content, promote your message, and help you to herd more readers to your site. We have been publishing the […]

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5 Tips: What Being an Angry Customer Has Taught Me About Great Customer Service

Mike | June 11th, 2012

I am notorious. I have, probably deservedly, developed a reputation around the office for being fierce when it comes to customer service. I don’t mean that I direct my savagery towards our own support agents, rather the pain I can sometimes cause customer service agents from other companies. Every so often, I find myself on […]

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Small Business and Startup Tips: 5 Marketing Mistakes to Avoid

Mike | June 4th, 2012

Marketing your small business is simple, right? Just get your web page live, set up a Twitter account and a Facebook page, start building that email list and you’re on your way to endless riches! Well, unfortunately it is not quite that easy and many businesses end up making mistakes that they could have easily […]

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Lean Marketing Tips: Hyperlocal Marketing Channels

Mike | March 26th, 2012

We write often about marketing strategies and tactics for small business and startups. These companies typically have limited budgets, thin resources, and strained capacity which combine to create a challenge for managers and owners: how to develop an effective marketing campaign using tactics that will work for their business. The Lean Startup movement provides a […]

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