Category Archives for "Business Transformation"

Enlightened Capitalists Focus on Customer Experience

5 Reasons to Focus on Customer Experience  (CX)happy-customer 300x300

  1. Increase Customer Lifetime Value (CLV)
  2. Decrease Customer Acquisition Cost (CAC)
  3. Support an increase in employee engagement
  4. Create brand advocates and greater loyalty
  5. Differentiate your company among competitors

CX Insights

  • In the age of the customer, executives don’t decide how customer-centric their companies are — customers do.  (Forrester Research Navigate the Future of Customer Service in 2014)
  • By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report)
  • In a poll of enterprise contact centers by Deloitte, 82% view the customer experience as a competitive differentiator, and view accuracy and quality of information provided (82%), as well as ease of interaction (73%), as the most important attributes of a quality customer experience. (Deloitte’s 2013 Global Contact Center Survey Report)
  • In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from last year.  (Accenture Global Consumer Pulse Survey)

Customer Experience Process

  1. Secret-shop in person, on the phone and online – you need to know what it’s like to be your customer
  2. Understand your culture – does it support a great customer experience?
  3. Obtain Board and C-suite commitment to improving customer experience
  4. Review your customer complaints / testimonials / online mentions – where are the gaps?
  5. Ask customers what their needs are.
  6. Allow customers to state their preferences for the communication they have with you
  7. Use a combination of high-tech and high-touch – high-tech to easily disseminate data collected about each customer and to create models for ideal customers and what they may need.  High-touch to personify the customer experience.  Strive for consistency – each and every time, the customer needs to know what they will experience – regardless of employee, regardless of location, regardless of time of day
  8. Ensure that all touch points are reliable – websites, phone, in-person, email etc.  They must all deliver a consistent experience based on your brand promise
  9. Eliminate silos within your company and promote cross-department communication as it relates to increasing the customer experience
  10. Build a community around your business and your business around a community
  11. Create a Voice of Customer (VOC) program – and always be reviewing social conversations, online reviews and testimonials, customer surveys, call center and customer service feedback, and feedback from tech-support and retail reps
  12. Realize it’s a game of measures that has meaning to your customers and employees – that there is not one “perfect” measure for customer experience

Customer Experience KPIs

The 3 main Customer Experience KPIs are Acquisition, Retention and Profit

Acquisition = Goal is Lower CAC–measure referrals, social mentions, efficiency of marketing campaigns, conversion rate

Retention = Goal is Increased CLV – measure average order value, average frequency of purchase, average length of “customer” (how long they are your customers), average resolution time for a complaint, cost of loyalty programs, and mark-downs for repeat purchases or to avoid loss of customer

Profit = Goal is Lower Cost to Service – measure revenue per employee, gross profit per employee

5 Steps to Success

Define – Define what objectives you want to achieve, what KPIs you want to impact, what touch points you are focusing on for this initiative (don’t attempt to do all at once!), prioritize your objectives, define the timing, identify resources, allocate budgets, identify return on investment expected

Discover – Map your customer’s journey from the moment they first hear about you through to repeat purchases.  Be sure to include customer experience perspective from employees in all departments – not just “customer service”.  Also be sure to include data from relationship surveys and transactional surveys of your customers

Design – Using best practices, discovery insight and your objectives, design a customer experience plan

Implement – Implement your plan, educate your employees, engage in two-way dialogues with employees, encourage two-way dialogues between customers and employees

Monitor – Monitor employee responses, customer reaction, customer learning, feedback, impact to KPIs and adjust as needed

Our Role

  1. Coordinate with your project managers, VOC team, senior leaders, management team, supervisors and trainers for requirements
  2. Define – what are your objectives? … Identify KPIs, create your baseline
  3. Discover – what is it really like to be your customer? … Coordinate with VOC team and test that VOC insight matches employee insight and customer reality
  4. Create your transition plan with input from all stakeholders
  5. Implement and support training, coaching, mentoring and facilitating
  6. Coordinate with your team to report on results and make appropriate adjustments
  7. Leave you with the insights and practices to continue to grow your customer experience

If you’d like to know more about how to transform your business or reinvent your life, contact Carol or check out how to work with Carol

What are some of the ways you focus on customer experience in your business?

Share your thoughts below in the comments …


F.O.R.C.E. Formula™ for Business Transformation – Reach

F.O.R.C.E. Formula ™ for Business Transformation – Reach

The F.O.R.C.E. Formula™  is a comprehensive review and action plan for transforming 5 primary areas of business that are ripe for transformation.  Regardless of whether you are an aspiring entrepreneur, a seasoned entrepreneur, a small business owner, a professional services provider or a leader in the corporate world, the F.O.R.C.E. Formula™ transforms the way you do business.

Within each of the 5 primary areas for business transformation there are 5 key elements and within those 5 key elements there are 5 actions, activities or questions to be answered.

In this video Carol explains the R in the Formula — Reach

How are you expanding your reach in a way that is both profitable and engaging?  How are you leveraging your expertise and the expertise in your business?  Are you using social media platforms to engage with customers and prospects?  Do you have a mobile marketing strategy and plan — everything from a website that looks good on a mobile phone, to using text messaging, a mobile app and even Near Field Communication?  Who are your ideal strategic partners to expand your reach?  Who can you partner with to enter new markets?  How can you get your non-competing but complementary products and services into the hands of another business’ customers?  Do you have products or services that can be licensed?   Are you leveraging new media platforms such as podcasts, Hangouts on Air, Kindle etc.

In this module – which is a big one – you will learn multiple ways to increase your reach with little more than commitment on your part and a small budget for tools or specialized services.

What lessons do you take away from this post?

Share your thoughts below in the comments …

F.O.R.C.E. Formula™ for Business Transformation – Operations

F.O.R.C.E. Formula ™ for Business Transformation – Operations

The F.O.R.C.E. Formula™  is a comprehensive review and action plan for transforming 5 primary areas of business that are ripe for transformation.  Regardless of whether you are an aspiring entrepreneur, a seasoned entrepreneur, a small business owner, a professional services provider or a leader in the corporate world, the F.O.R.C.E. Formula™ transforms the way you do business.

Within each of the 5 primary areas for business transformation there are 5 key elements and within those 5 key elements there are 5 actions, activities or questions to be answered.

In this video Carol explains the O in the Formula — Operations

Your operations are — in a nutshell — the way you do everything.  Do you have defined systems and processes for everything so that your training is simplified and your consistency is enhanced?    Where is your focus with your decisions and decision making?  What are people complaining about?  What is your business model or business models?  Do you have passive and/or recurring revenue — either as your primary business model or a secondary business model?  Do you have a well-oiled sales machine?   Are your vendors and partners in alignment with your business mission and values?  How can you leverage your relationship with them?

What lessons do you take away from this post?

Share your thoughts below in the comments …

F.O.R.C.E. Formula™ for Business Transformation – Foundation

F.O.R.C.E. Formula ™ for Business Transformation – Foundation

The F.O.R.C.E. Formula™  is a comprehensive review and action plan for transforming 5 primary areas of business that are ripe for transformation.  Regardless of whether you are an aspiring entrepreneur, a seasoned entrepreneur, a small business owner, a professional services provider or a leader in the corporate world, the F.O.R.C.E. Formula™ transforms the way you do business.

Within each of the 5 primary areas for business transformation there are 5 key elements and within those 5 key elements there are 5 actions, activities or questions to be answered.

In this video Carol explains the F in the Formula — The Foundation

The Foundation is your starting point — how you got to where you are at today and setting your benchmarks.   The foundation contemplates  you as a person and how you fit into the leadership role; while it also looks at where you are at with 2 of the key indicators for your business success — employee engagement and customer experience and it benchmarks key transformation financial metrics.

What lessons do you take away from this post?

Share your thoughts below in the comments …


Super Simple Marketing Plan Preparation

marketing scrabbleIn the last post about the Super Simple Business Plan, I explained how important it is to be thorough yet quick to get your business going or reinvented — money loves speed.  Business is moving so quickly these days that those who waffle will be left in the dust — as will those who don’t see where things are headed in their market.

Today’s post is all about a super simple marketing plan.  I am a Guerrilla Marketing practitioner who learned from the Father of Guerrilla Marketing, Jay Conrad Levinson.  I am the best-selling author of Guerrilla Tourism Marketing which I wrote, published and marketed in 2012.   One of the Guerrilla Marketing concepts is to create a simple marketing plan, which will be the subject of the next post (so be sure to subscribe to the RSS feed!)

To prepare for your super simple marketing plan, answer the following questions.

Super Simple Marketing Plan Preparation

What Are Your Business Goals for Your Desired Lifestyle?

Express your business goals, in terms of the amount of income (profit) you want each month and the number of days off you want each month.  Regardless of your current situation, write down what your goals are.

Year One

The amount of net profit I want is $_____________________ per month.

I want ___________ days off each month.

Year Three

The amount of net profit I want is $_____________________ per month.

I want ___________ days off each month.

Year Five

The amount of net profit I want is $_____________________ per month.

I want ___________ days off each month.

What Products Will I sell?  To Whom?

You should be thinking of multiple products to sell, from easy decisions through to large commitment.

We are going to sell [What product/service] to [Ideal Customer]  because it solves [specific problem they are urgently needing a solution for] problem for them.  We are going to charge [$x and frequency] for this product and service.

We are going to sell _____________________ to _________________________ because it solves _________________________________ problem for them.  We are going to charge ____________________________________ for this product and service.

Do this for every product / service you intend to offer.

What Are the Benefits of Doing Business With You? 

This list is extremely important because you will list all the reasons why your customers will benefit by doing business with you.  Be bold, be brave, stick out your chest and give it a double-fist-thump.  Now, in the next three minutes, list every possible benefit you can think of.  Just brain-dump, do not edit at this point.

The benefits of doing business with my company are:

What Are Your Competitive Advantages?

From the list you just created, there are many benefits that will also apply to your competitors.  So choose the items where you are different than your competitors.  This is what you’ll focus on in your marketing campaigns.  It is your positioning.  That is a huge competitive advantage and great for positioning.

What Are Your Target Markets?

The more markets where you can target your marketing, the more profits you will earn.  You may have only one target market but many of us have more than one market.

What is your Customer Lifetime Value (CLT)?

Customer Lifetime Value is how much a customer will be worth to you over the number of years they are your customer. Note that you may not know this now but it is a metric that you need to track

What Is Your Elevator Pitch?

Imagine you got into an elevator and someone asked you what you do.  In the time it takes to get to your floor you need to express yourself in a compelling, unique and intriguing way that will make them hold the door to ask you for more information.   So, what do you do?  What is your elevator pitch? 

What do you think of this Super Simple Marketing Plan preparation?  

Share your thoughts below in the comments …

Super Simple Business Plan

When I first got the urge to become an entrepreneur I needed to create a business plan so that I would be approved into a government program.   The program was designed to support those who wanted to create a business instead of looking for work.  In theory it was a great program because it supported small business owners and big-vision entrepreneurs alike.  When we succeeded, we would presumably hire employees too.

Although many applicants didn’t make it into the program and many didn’t make it beyond the first couple of years in business, I was one of the fortunate ones as I’m still in business all these years later.  The program worked for me and I was a “poster child” for the program when I won Entrepreneur of the Year in 2004.

There was one huge problem with the program though — the business plan.  I worked on that plan for approximately 8 months.  Back and forth I went with the approval committee — adding and editing the plan.  They didn’t “get” my business plan.  They didn’t understand the software component that I included.  They didn’t understand the industry.  So 75 pages later and nearly the entire “eligible time” to receive employment benefits later, my plan was finally approved.

Fortunately, I was creating my business while I was writing the plan — my business was service based and my primary marketing channel was my website (back in 1996).  However, the lost opportunities with this “distraction” of writing the plan were many.   I could have attracted Venture Capital money to support the software component of my plan as I knew — by looking at my tracking stats — that many VC firms were checking out my website .  By the time I was given their stamp of approval though my idea wasn’t unique any more.  New players had launched their software and I ended up being a reseller for them instead.

After this experience, I vowed never to waste time writing a business plan as extensive and — frankly — fictional as that first business plan.   Instead, I am all about getting clear on what you want while being flexible to readjust as needed.   You need to know your vision and mission, unique selling proposition and, of course, you need to have a product that your ideal customer is desperately looking for and willing to buy at a price that produces a profit.   You need to have a marketing plan and you need to have a business sense.  Beyond that though, it’s a trial and error learning experience.  You will do some things that will work, other things will fail.  Some of the things that work today won’t work next month.  Some of the failures today can be your biggest success stories tomorrow with some alterations.

Which brings me to the subject of this post.

A Super Simple Business Plan




  • What are you building?  In your mind, what does the end result look like? (Remember your purpose, motivators, values etc.)


  • What are the reasons for this business? Answer “Why do we exist?”

Goals and Objectives (SMART – Specific, Measurable, Attainable, Realistic and Time Driven)

  • What are you going to do to achieve your vision?  What results will be measured? What does success look like and how will you measure it? (You will likely have multiple objectives such as “Achieve 5% market share by 2014″ or ” $100,000 monthly revenue by Q3 2013″ Earn $100,000 this year, etc. )


  • How are you going to achieve your Objectives?  What will you do to make you successful?  What is your plan?

Action Plan

  • What action items will we do to make the strategies come to life?

That’s it.  This super simple business plan, along with your marketing plan and your 90 day strategic plan is enough to get you going quickly — provided you are not seeking money from a bank or the government!

Money loves speed — so if you want to reinvent yourself or your business — get moving.

Think through your plan and answer these questions thoroughly.  If you can’t answer succinctly and deeply keep working on it.  By the time you’ve finished, you should be able to hand your plan to anyone and they will “get it” in terms of what you are intending to create, why it is going to solve a problem and that it will work.

What do you think of this plan?

Share your thoughts below in the comments …

B-Corp Honorees

I love the concept of the B-Corp because they are STARs  –  Sustainable, Transformational, Attractive and Resourceful.  Here are the nominees for B-Corp for this year.


CONTACT: Katie Kerr, B Lab –


92 Businesses Honored as ‘Best for the World’,

Creating Most Overall Positive Social and Environmental Impact


The Impact Economy is Global and Diverse:

Companies From 15 Countries and 31 Industries

Recognized As Leaders in Redefining Success in Business

March 19, 2014: Wayne, PA

Today, 92 companies worldwide were recognized for creating the most positive overall social and environmental impact by the nonprofit B Lab with the release of the third annual ‘B Corp Best for the World’ list. The ‘B Corp Best for the World’ list honors businesses that earned an overall score in the top 10% of all Certified B Corporations on the B Impact Assessment, a rigorous and comprehensive assessment of a company’s impact on its workers, community, and the environment. Honorees were recognized among micro, small, and mid-sized businesses.

Highlighted companies include CDI Lan, a Brazilian education and training company generating income and employability in low income communities through internet cafes, d.light design, a manufacturer and distributor of solar lighting and power products providing access to reliable, affordable, renewable energy for nearly 30 million people in 60 countries, and Sunrise Banks, a Minnesota community bank supporting affordable housing, small business development, and not-for-profits.

The ‘Best for the World’ companies come from 31 different industries such as manufacturing, telecommunications, pharmaceuticals and real estate.  A majority operate in a service industry, including 17 honorees in financial services and 15 in environmental consulting. 30% of honorees are based outside the US, with 15 companies operating in emerging markets such as Afghanistan, Kenya and Colombia. (Full list of honorees here)

“Employees, consumers, investors, and policy makers increasingly want to support companies that create a positive impact in the world and the Best for the World honorees are the best of the best,” said Jay Coen Gilbert, co-founder of B Lab, the nonprofit organization that certifies B Corporations and governs the independent third party standard used to generate the comparable assessment of corporate impact. “It’s particularly inspiring that 21% of the 2014 honorees are first time winners but long time B Corps. They’re winning the race to the top.”

Each honored company is a Certified B Corporation. They use the power of business to solve social and environmental problems and have met rigorous standards of social and environmental performance, accountability, and transparency. Today there are over 970 certified B Corporations, across 60 industries and 32 countries, unified by one common goal: to redefine success in business.

B Lab will release separate lists recognizing the companies ‘Best for the Environment’ (environmental impact), ‘Best for the Community’ (community impact), and ‘Best for Workers’ (employee impact) throughout 2014.
Full release available here

Do you have B-Corp Aspirations?

Share your thoughts below in the comments …

STAR Businesses are Resourceful

Coffee Cup

The “R” in STAR Business stands for “Resourceful” which means that STAR Business owners leverage what they already have.

They leverage their relationships with employees, customers, strategic partners, vendors, investors and their network.

They leverage their expertise by becoming known as the “go to person” for traditional media and new media.

They leverage their resources by licensing their intellectual property, leasing out unused office space, creating new revenue streams and otherwise ensuring that nothing goes to waste.

STAR Business entrepreneurs are creative.  They believe there is no box to think outside because the box is simply an illusion.  They are constantly looking for ways to be innovative.  They lead businesses that would create an edible coffee cup like the one in this post — first you drink your coffee, then you eat your cookie!   They develop a culture where they encourage innovation; they embrace failure as part of the learning process and  they give their employees opportunities to contribute to the success of the business.

Yes, opportunities to contribute to the success — which means their employees know exactly what the vision is for the business and how they fit into the vision.  They know what is expected of them each and every day.  They know what is non-negotiable and what is open to discussion.  They know how much latitude they have to make the day of their customers or their co-workers. The employees also know the door for innovation is also open for them to contribute.

Entrepreneurs who lead STAR businesses hire for the attitude and potential of their employees rather than relying solely on skill or education because skill and experience can be taught.   These STAR entrepreneurs then tap into the potential of their employees, which not only creates better employee engagement but positively impacts the business so it becomes more attractive to customers, investors, vendors and strategic partners.

Resourcefulness extends beyond their employees though.  STAR entrepreneurs engage with their customers in a genuine dialogue.  They are consistently looking for ways to impress and engage their best customers.  They ask for feedback.  They ensure the customers are happy.  They immediately fix anything that is out of alignment between expectations and what is delivered.  STAR entrepreneurs leverage these positive relationships by asking for — and receiving — referrals.

STAR entrepreneurs also create more opportunities to sell more to their customers.  They cross-sell and upsell.  They add new products.  They enter into strategic alliances with complementary companies so that their customers don’t have to go looking for solutions to other problems they have.  Likewise, they offer their services and products to the customers of their strategic partners, which expands their reach.

STAR businesses are STARs because they put people first.  They are Sustainable.  They Transform lives.  They are Attractive and they are Resourceful.   They are also profitable, which — at the end of the day — is our primary purpose.  It’s the only way we can continue to make a difference in this wonderful world.

F.O.R.C.E. Formula™ – Create More Profit and Time Off in Your Business


The F.O.R.C.E. Formula is all about creating more profit from your current success.

It covers 5 areas of your business

F = Foundation
O = Operations
R = Reach
C = Customer Experience
E = Employee Experience


Foundation – Are You and Your Business Aligned?

In my 18 years of hands-on experience as an entrepreneur who specializes in performance improvement and engagement, the success of a business comes from an important place – the “Inner You”. 

You can achieve a level of success without paying attention to the “inner you”.  However, if you are not in alignment with your business at the core of who you are – what your core values are, what your ideal lifestyle looks like and your passions and purpose,  at some point you WILL get stuck.  Some people get stuck getting out of the gate, others get stuck when outside factors test them beyond their “unconscious competence”.     Everyone gets stuck at some point in their journey though and the cause of many of the “sticking-points” are from within.

The Inner You is the place where all of our decisions come from.  When they are working in our favour we don’t tend to think too much about them – we credit our intellect, experience, risk-tolerance, timing, intuition and/or planning.  What we often fail to see is that it’s our beliefs that contribute to our success – our belief in ourselves AND it is also our beliefs that trip us up.

If you want to take your business to a new level – a level you have been unable to achieve so far – you need to take a look inside and see what is going on before making your plans.

Foundation also takes a look at where you are at with your numbers.  Your revenue, gross profit, net profit, number of customers, customer lifetime value, number of prospects, size of your list and other variables that will be used as your benchmark.

Your Operations

Are you operating in a way that is attracting the right people that aligns with your vision?  This is why we start with your foundation – including identifying what you really want and what you are tolerating.  Have you created a business with policies and procedures which annoy your customers and make it difficult for your employees to achieve your vision?  Remember, the decisions you make come from the “inner you” – why did you make the decisions in the first place?  Were you coming from a powerful place when you made those decisions or were there other things in play?

Your Reach

Are you creating an attractive business?  Are you attracting your ideal customers?  Are you growing your tribe of supporters – which includes customers, prospects, referral partners, joint venture partners, employees and prospective employees, vendors, investors and admirers? 

How successful are your current marketing activities?  Have you changed your marketing activities to keep up with the changes in the marketplace or are you still doing the same old things you’ve always done?  Are you trying new ways to reach your ideal customer?  Are you leveraging your expertise and positioning yourself as an expert in the eyes of those you wish to attract?

Your Customer Experience

Your customers’ experiences are the culmination of every decision  you have ever made – from the people you hire, your policies and procedures, your budget allocation decisions, the consistency of service, the quality of your product, through to the various marketing messages you create and all sorts of decisions in between.

If there is one sure-fire way to know that things are out of alignment it’s to take a look at what your customers are saying (or not saying) and doing (or not doing!)

The key to winning the customer loyalty battle is to consistently offer exactly what your marketing messages promise.   Have you cut back on staff to save on payroll costs – and as a result your customers are abandoning their shopping carts – perhaps permanently?  Do you promise speed and efficiency but some days it’s not very speedy or efficient – it depends on who is working?   The discrepancy between your promise and reality is what causes people to complain bitterly so it’s really quite simply – you either change your message to match your experience or you change your experience to match your message.  A heart-centered high achiever will likely choose the latter.

Your Employee Experience

What’s it like to have you as a boss?  Have  you stopped to find out?   S.T.A.R. Businesses have very specific requirements for those they hire  because they understand that the customer experience is controlled by the employees. If you don’t currently have employees, think about the people you delegate tasks to.

Have you shared your vision with your employees?  Do they know exactly what they HAVE to do and what latitude they have in delivering your vision?  Do they truly understand just how important they are to achieving your vision?

Your role in a S.T.A.R. Business is to hire slowly and well; train using your systems; coach; mentor and back-away so your employees can shine.  The result?  You don’t work as much – in fact you actually have time to have fun while also working on WAYS TO LEVERAGE everything you’ve built so far – while your employees deliver your brand promise with each and every touch point they have with your customers.

For some entrepreneurs, this may seem like a dream come true.  I’m here to tell you, there is no feeling like it!  I’ve done it myself – in my own business – after practicing and successfully implementing the systems aspect I teach while I was part of the management team at Whistler Mountain ski resort.

Imagine taking 4 vacations a year – one of them a month long – with your family, knowing that you simply need to check-in to answer questions, provide direction and appreciate your team while your business continues to generate revenue every day!

What lessons do you take from this lesson?

Share your thoughts below in the comments …

Higher Purpose – Stage 6 of the Entrepreneur’s Journey


Stage 6 of the Entrepreneur’s Journey is one that very few traditional entrepreneurs reach, although Enlightened Capitalists™ have been embracing it all along.

Enlightened Capitalists™ create a business or reinvent their business so that it has a higher purpose which aligns with their personal higher purpose.  Of course, this means that they took the time to determine what that higher purpose is.

If you are on your Entrepreneurial Journey at one of the lower stages then I suggest you contemplate what your higher purpose is and take steps to align it with your work.

If you are at Stage 1 then I highly recommend understanding what this is and building it into the work you do so it becomes part of the business DNA.

When I was back in Stage 1 of my business reinvention, I bounced from one stage 1 to another stage 1 a total of three times.

I realized that while I could have continued on with the next version of Carol the Entrepreneur with the first two attempts at reinventing my business, they weren’t aligned to what I wanted for my life.

This turned out to be extremely wise — although I didn’t know how wise I was being at the time.  I just knew that what I was building wasn’t going to bring me joy and give me the items I’d listed when doing the “What I Want” exercise.

I’d done the Ideal Day in the Ideal Lifestyle exercise and I knew that what I was building wasn’t going to get me there so I created a new path.  It was while I was on this path that I discovered what my higher purpose is while at a conference.

I was terrified of the responsibility though, so I didn’t pursue it for a couple of years.

Ripple-Graphic-8-01It’s no surprise that I floundered during those years because I wasn’t doing what I’m here to do.  However, when I finally accepted the challenge things started to change for me.    It’s how I came up with the Enlightened Capitalist™ division of my business and it’s how I’m going to change lives globally (which is my higher purpose).

The Enlightened Capitalist™ division’s purpose and higher purpose is to reinvent business to transform lives.

My vision includes changing the dialogue about how business is conducted.  As the leader, I am passionate about bringing humanity back to business by tapping into the desires and potential of people so that they willingly support the purpose, vision, core values, strategy and goals of the business.  With engaged people profit increases and it’s that profit (or a percentage of it) which transforms lives.

I’m leading a movement to bring Enlightened Capitalist™ concepts to the mainstream.  Our planet, our economy, our communities and we, personally, need this to happen sooner rather than later.   Join us…

What is your higher purpose?

Believe_in_SomethingWe all have one.  Sometimes it takes a bit of digging and soul searching to find out.  However, when you identify exactly what it is, you may find that you’ve been dancing around it all along.  That’s what happened with me.

I’d been reinventing myself and my business since day 1, which is where the reinvention part came from.

I’ve been advocating for employee engagement and customer experience since I started my business back in 1996.

I’ve been involved with performance improvement since 1996 and now I consult, mentor and teach corporate leaders and entrepreneurs how to improve performance.

I wanted to be a teacher when I was a child — and now I teach people how to reinvent their business to transform lives.

I have been an entrepreneur since I was a child and now I teach entrepreneurs how to avoid the pitfalls many entrepreneurs have

When the offer to write the Guerrilla Tourism Marketing book was presented I knew I had to write it, even though I’d never thought of writing a book, let alone a marketing book.  I just “had to”.  Now I’m in the process of writing a book for entrepreneurs to become Enlightened Capitalists™.

When I just had to go to that conference, even though I didn’t know why I was being pulled to it, and I had that weird experience, I finally understood.

Look back in your own experiences, your own dreams, your own childhood wishes and you’ll discover clues to your higher purpose.  Marry those clues with your ideal day in your ideal lifestyle and what you want for your life and the veil of uncertainty about what it is will be lifted.  We all have a higher purpose and Enlightened Capitalists™ build it into the DNA of their business.

Live life on purpose and your life will transform — that’s what I’m here to do