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Archive for the 'Customer Service' Category

How did Ross Video Experience 21 Consecutive Years of Growth?

( 25 Steps to Business Success andAsymmetric Information andBootstrap Capital andBootstrap Entrepreneurs-- Case Studies andBranding andBuild and Hold andBusiness Models andCo-branding andCo-opetition andCorporate Culture andCreativity and Value andCustomer Service andDifferentiated Value andFranchise and Concession andFuture Vision and Technology andGadgets and Gizmos andHuman Resources andIntellectual Property andMarketing andMedia andSell andValue Differentiation and 'Pixie Dust' andValue Proposition )

(Portions of this article originally appeared in Ottawa Business Journal, March 30, 2012: http://www.obj.ca/Opinion/Bruce-Firestone-5444.) The sky is falling, the sky is… Many observers of Ottawa’s tech scene seem to think it’s the end of Silicon Valley North but try telling that to David Ross, 90% owner of Ross Video. The other 10% is owned by [...]

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Internet Pioneer Morphs Business Model to Include Kiosk Stores

( 25 Steps to Business Success andAsymmetric Information andBootstrap Entrepreneurs-- Case Studies andBuild and Hold andBusiness Models andCompetition andCustomer Service andDifferentiated Value andFranchise and Concession andGTBMR andInternet-- the Internet is Eating a Hole in the Global andPersonal Business for Life, PB4L andPixie Dust andValue Differentiation and 'Pixie Dust' andValue Proposition )

(Portions of this article originally appeared in Ottawa Business Journal, March 5, 2012: http://www.obj.ca/Opinion/Bruce-Firestone-5444.) Rob Hall was into the Internet before there was one. In high school in the 1980s, he dabbled in web technology and was ready for the Internet revolution circa the early 1990s. I met him when he was a young man [...]

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Bottom Up Versus Top Down Selling

( Corporate Culture andCustomer Service andEntrepreneur Skill Set andMarketing andPre-selling, Finding New Clients, Keeping Existing Ones andSell )

If you look at the diagram below you will see one of the most common mistakes made in sales—the top down sales method. In this scenario, lazy salesperson X in Organization A, knowing that their President or CEO is friends with the President of Organization B, asks him or her to call/text/message/Facebook/Tweet/email/meet with the other [...]

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MMB, Magic Marketing Button

( 25 Steps to Business Success andAsymmetric Information andBusiness Models andCo-branding andCo-opetition andCompetition andCorporate Culture andCustomer Service andGTBMR andGuerrilla Marketing andMarketing andPre-selling, Finding New Clients, Keeping Existing Ones andProduct Management andRules? There are no rules in entrepreneurship. andSocial Marketing andSocial Media andSponsorship andUser Experience andValue Differentiation and 'Pixie Dust' andValue Proposition )

(How Picture Inc can Develop a Sustainable Community Built Around its Redesigned Biz Model) If your enterprise cannot connect efficiently and cost effectively with customers and clients, you’re dead. This is the sine qua non of marketing. It also means that each enterprise (non-profits, charities, for-profits, even NGOs and gov’t departments) needs to have a [...]

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Bundling

( 25 Steps to Business Success andBootstrap Capital andBootstrap Entrepreneurs-- Case Studies andBusiness Models andCo-branding andCo-opetition andCompetition andCorporate Culture andCourses andCreativity and Value andCustomer Service andDifferentiated Value andEntrepreneur Skill Set andFranchise and Concession andFuture Vision and Technology andInternet-- the Internet is Eating a Hole in the Global andIntrapreneurs and Intrapreneurship andLeasing andLeverage andMarketing andNegative Cost Marketing andProduct Management andProductivity andRules? There are no rules in entrepreneurship. andSponsorship andValue Differentiation and 'Pixie Dust' andValue Proposition )

I think bundling is going to be a big factor in terms of leveraging entrepreneurial ventures in this century. For example, Lululemon Athletica not only sells active wear they also have Yoga classes in their stores. In essence, they are housing two complementary businesses under the same roof. But there is no reason why they [...]

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How Do I Beat The Competition

( 25 Steps to Business Success andBootstrap Capital andBootstrap Entrepreneurs-- Case Studies andBusiness Models andCompetition andCorporate Culture andCustomer Service andDifferentiated Value andEntrepreneur Skill Set andFranchise and Concession andInternet-- the Internet is Eating a Hole in the Global andMarketing andMentoring andNegative Cost Marketing andNegative Cost Value Proposition andNot-For-Profits andPersonal Business for Life, PB4L andPixie Dust andPolitical Economy andPre-selling, Finding New Clients, Keeping Existing Ones andPricing is an Art andProduct Management andRules? There are no rules in entrepreneurship. andSell andValue Differentiation and 'Pixie Dust' andValue Proposition )

Professor Carlisle Adams at the University of Ottawa’s Faculty of Engineering challenged me to train his second year class on how they can build world class enterprises in a tough competitive world and then sustain them. In an hour and a half no less. Case studies I use include: Rick Hunter’s Mont Cascade and Pro [...]

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Institute of Entrepreneurs

( 25 Steps to Business Success andBootstrap Entrepreneurs-- Case Studies andBusiness Models andCash Conversion Cycle andCourses andCreativity and Value andCreditor Proofing andCustomer Service andDifferentiated Value andElevator Pitch andEntrepreneur Skill Set andEthics andFinancing andFranchise and Concession andGTBMR andGuerrilla Marketing andGuerrilla Marketing Research andInstitute of Entrepreneurs andIntellectual Property andInternet-- the Internet is Eating a Hole in the Global andIntrapreneurs and Intrapreneurship andIRR andLaunch Clients andLeadership andMarketing andMentoring andNegative Cost Value Proposition andNot-For-Profits andPersonal Business for Life, PB4L andPixie Dust andPre-selling, Finding New Clients, Keeping Existing Ones andPricing is an Art andProduct Management andRules? There are no rules in entrepreneurship. andSell andSocial Marketing andSocial Media andSponsorship andSpreadsheet Use andValue Differentiation and 'Pixie Dust' andValue Proposition andWhy Businesses Fail )

Introduction Exploriem.org is launching the Institute of Entrepreneurs (IOE) this year. Why? To bring advanced research, education and mentoring to student entrepreneurs and intrapreneurs from self-capitalized and forward-looking enterprises across Canada and around the world. IOE provides access to research, education and a network of high achievers that you just can’t get anywhere else. The [...]

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25 Steps to Entrepreneurial Success

( 25 Steps to Business Success andAsymmetric Information andBusiness Models andCash Conversion Cycle andCo-opetition andCompetition andCorporate Culture andCreativity and Value andCreditor Proofing andCustomer Service andEntrepreneur Skill Set andEthics andMarketing andPolitical Economy andPre-selling, Finding New Clients, Keeping Existing Ones andPricing is an Art andProduct Management andRules? There are no rules in entrepreneurship. andSell andSponsorship andValue Proposition )

I am often asked: “What are the keys to success?” I have developed some ideas on this over the years and, like any list in this area, mine is incomplete. Worse than this, many of these ideas for success are contradictory. Things that I learned from my Dad, Professor O. J. Firestone, like “Never take [...]

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Why You Can’t out-Amazon, Amazon

( 25 Steps to Business Success andAsymmetric Information andBranding andBusiness Models andCompetition andCorporate Culture andCreativity and Value andCustomer Service andDifferentiated Value andEntrepreneur Skill Set andFranchise and Concession andFuture Vision and Technology andInternet-- the Internet is Eating a Hole in the Global andPixie Dust andProduct Management andRules? There are no rules in entrepreneurship. andUser Experience andValue Differentiation and 'Pixie Dust' andValue Proposition )

Also: how the addition of a GIS layer to Amazon’s Price Check turns it into a bookstore-killer app. In Wal-Mart’s HQ in Bentonville, Arkansas there are signs that say: ‘You can’t out-Amazon, Amazon’ and if Wal-Mart can’t do it, you and I probably can’t either. Amazon’s incredible inventory of products and services, its unmatched delivery [...]

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Bootstrapping Myself to a Vancouver Condo

( 25 Steps to Business Success andBootstrap Capital andBootstrap Entrepreneurs-- Case Studies andCash Conversion Cycle andCreditor Proofing andCustomer Service andEntrepreneur Skill Set andPersonal Business for Life, PB4L andPre-selling, Finding New Clients, Keeping Existing Ones andSell andSocial Media andWork/Life Balance )

(Guest article by Jennifer Schweers, Founder, urbanlensphotography.ca) I was in my last year of University, in my final semester, when by chance I signed up for a course on Entrepreneurship given by Prof Bruce. While I had some interest in it, I was mostly looking for a JOB with an important title when I finished [...]

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Loose Button’s Business Model

( 25 Steps to Business Success andBootstrap Capital andBootstrap Entrepreneurs-- Case Studies andBranding andBuild and Hold andBusiness Models andCreativity and Value andCustomer Service andDifferentiated Value andFinancing andFranchise and Concession andGadgets and Gizmos andGTBMR andGuerrilla Marketing andInternet-- the Internet is Eating a Hole in the Global andLeverage andMarketing andNegative Cost Value Proposition andPersonal Business for Life, PB4L andPixie Dust andPre-selling, Finding New Clients, Keeping Existing Ones andProduct Management andRules? There are no rules in entrepreneurship. andSocial Marketing andSocial Media andSponsorship andUser Experience andValue Differentiation and 'Pixie Dust' andValue Proposition )

[The biz model discussed below was developed by Loose Button Founders Ray Cao and Aditya Shah. What they are building based on it is truly an amazing story. It's a very well thought out model and demonstrates a lot of the principles of GTBMR, Get the Biz Model Right. After review, we added two new [...]

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Corporate Culture

( 25 Steps to Business Success andBusiness Models andCorporate Culture andCustomer Service andDifferentiated Value andEntrepreneur Skill Set andEthics andFranchise and Concession andLeadership andPolitical Economy andProductivity andThought Experiment andUser Experience andValue Differentiation and 'Pixie Dust' andValue Proposition )

Why a Stage 4 or 5 Corporate Culture is Essential to Startups and Established Enterprises Alike Why is it that corporate culture is so important to the success of startups and, in fact, all organizations? We know that Zappos.com’s wacky corporate culture and resultant great customer service* were key contributors to making it a billion [...]

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