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Using personas to train your team can be a game changer. If you want your people to really tune in to different types of customers and adjust their approach accordingly, personas are your best friend. I’ve used them for years...

Pay close attention to today’s Founder Notes. I want to share some of the secrets behind how the big players use the compound effect of happy customers. Growing a business isn’t just about acquisition. Everyone is fighting for attention, but...

This happens all the time: A client compares two quotes with roughly the same total price. But while one party includes a significant number of hours, the other proposes far fewer. The logical question that follows: Why am I paying...

Today I want to share a few simple but surprisingly effective habits that helped our agency run smoother and deliver better quality. We trained our people in these habits, built them into our workflows, and stayed sharp on execution. I...

You might recognize this situation... I used to wake up multiple times each night, struggling to fall back asleep. Every time, it was something new — an issue, idea, or situation that hijacked my brain. Having a small child didn’t...