Being known for great customer experience is fantastic. But, if it isn't adding revenue, then what’s the point? You can make the same argument for great branding, great marketing, also, great leadership. If it doesn't connect to a commercial outcome at some point, it's just an expensive hobby with a (maybe) good-looking dashboard. In one of my discovery calls for a consulting assignment, I was asked to come in and track a metric that would look good on paper and make the earl

Martin Brundle has a phrase he deploys with surgical precision during Formula 1 broadcasts: "a day late and a dollar short." He uses it when a driver attempts a defensive move too late, or commits to an overtake half-heartedly. The gap has closed. The opportunity has passed. And worse, the hesitation has telegraphed weakness to every other driver on the grid. Business is no different. The difference is that instead of losing a position on lap 34, we lose teams, opportunities,

The teacher was screaming from backstage, ”Linish, don't be an idiot. Do not invite the dignitaries back on stage. They're already on stage." I was in seventh grade, president of the Interact Club, a division of the Rotary Club. It was tradition for the president to deliver what was essentially a state of the club address. The entire high school would be in attendance, along with dignitaries from the local Rotary Club. The protocol was: the dignitaries would be seated in the