lifetime value

Lifetime Value: Starbucks Case Study

This is a very powerful info graphic from KSS, which describes how lifetime value can be calculated and used in order to determine the appropriate level of customer acquisition (or retention) costs. Its a mystery to me why companies frequently but so much effort into customer acquisition and so little into retention. Apart from the actual more »

Walmart Harrods

Walmart are the new Harrods!

I was driving the other day, half listening to the radio, and half trying to avoid the (almost literally) mindless flood of pedestrians who assume that we drivers will spot them while they are watching videos or making phone calls or, may be, even blogging. Anyway the salient point is that I was listening to more »


No excuses ever, for anyone

No Excuses ever, for anyone. Thank you M. Camus! Very black and white; very hard to live up to……but yet refreshing! “No excuses ever, for anyone; that is my principle at the outset. I deny the good intention, the respectable mistake, the indiscretion, the extenuating circumstance. “ — Albert Camus (The Fall) Imagine a world where more »


How Dare You Anticipate My Strategy?

The title of this blog was part of a gamer’s Twitter profile. But think a second ….its really appropriate for businesses. Now I know your business has got a strategy – most businesses say they do, a slightly smaller number actually do, and an even smaller number use it to effectively engage their workforce – more »

Collective Leadership Capabilities

I came across this list of capabilities for good corporate leadership in “Global Organizational Leadership Development” written by the Center for Creative Leadership (CCL) back in May 2009. CCL was discussing the collective capabilities required by organizations from their informal and formal leaders.  They state that, “The ability of an organization to accomplish its goals does more »

Cooking Up A Strategy

I love quotations; they can sum up thoughts simply and elegantly. Some people even quote me from time to time! Anyway, here’s one more for you: In his book “Execution: The Discipline of Getting Things Done’ Larry Bossidy stated that, “If you can’t describe your strategy in twenty minutes, simply and in plain language, you more »

How The C.I.A. can help you!

A man you have probably never heard of called Richards J. Heuer, Jr wrote a book for an organisation you have almost certainly heard of – the C.I.A. Now I need to make it clear for those who don’t know me well; I’m not a spook, a spy or any sort of undercover agent. There more »