Beginning With The Customer

Tom O’Toole is world famous in Australia for turning his Beechworth Bakery into an outstanding success as the largest independent bakery in Australia, see www.beechworthbakery.com.au. Tom’s secret sauce for his success comprises 3 rules (all in uppercase as he’s very...

The Building Foundations – Service Profit Chain

There is no magic to a successful business. if you care to look deeply, you can figure out what works and why. The authors James L. Heskett and others wrote papers and a book on what they called the Service-Profit Chain. Putting it simply “[t]he service-profit chain...

Refresher – What Is Business About?

Business is all about providing solutions, i.e., bundles of products, services, and experiences that satisfy customer’s Job To Be Done. Business is NOT about you making something that gives you the jollies, where you then try to foist it on to customers. Business is...

Build Introduction

To get to this page, I hope that you have read and taken on board the material on the Start page. Whether you already knew it or you now know it, it doesn’t matter; you need a solid foundation on which to build your business. Again, Where Do We Begin? If you have been...