THE BLOG
I was recently attending a fountain pen consumer tradeshow. I’ve discovered the world of fountain pens. I’m obsessed with writing and...
“Mindfulness.” That’s the first word Eric Anderson proposes when asked to define customer service. Anderson is owner, along with...
When it comes to big, overwhelming projects—like, say, succession plans—the hardest part is getting started. Where do you even begin?...
It’s easy to sterilize the phrase “succession plan,” but the truth is it’s a process that’s anything but passive....
Over the past few weeks, we’ve been talking about what we believe are the Seven Crucial Moments in the Customer’s Journey in your...
There’s a graph called the Curve of Forgetting. With an arch and a squiggle, the sketch depicts the rate at which we forget, which, depending...
Every month, sometimes every week, a new Mann Group article goes out into the boundless cosmos we call the internet. As we tap out the words of...
You’ve probably heard the adage a dozen times about bad habits’ correlation to boiling a frog. The old scientific proverb goes like...
As a long-time retailer and consultant, I always enjoy the history (etymology) of the industry to better understand how we got here. I was...
I went to the uniform shop today to look for a specific pair of compression socks. I am doing a research project for a manufacturer, so I was on...
A few months ago I had the opportunity to work retail in a fly shop. I was so geeked out: not only did I get to do what I loved most (play with...
“Over the next six months, we’ll be using these tenets from Dan to refocus your vision, offering a new standard for you to employ in...
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