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[Growth] is the meaning and the purpose of [Business], the whole aim and end of [Startup] existence
Life is easier when we have a North Star. These rules / maxims / mental models / values, call them what we will, switch us into system 1 thinking and free us from analysis paralysis. When we encounter a hard problem, we reach into our bad of cognitive rules, pull out the appropriate one and […]
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How To Win In The Post-Service Economy
Service has become commoditised. We expect our food will be prepared quickly, and we expect that the food will be great, because great service is the new minimum expectation. We only go to the restaurant / hotel / mechanic / insert-your-business-here if it has 4 or 5 stars. Only 3 stars? Meh … Great service […]
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Scaling A Personal Services Business Through Experience Design
I was chatting to a physiotherapist this morning; she’s in the process of opening her third practice. One of the challenges she faces in scaling her business is that physiotherapy, like other personal service businesses, is frequently built on personal brands. Her clients like her. They don’t want to be treated by another physio in […]