Small letdowns erode a brand. It's like making withdrawals from the trust bank. Telus letdown its customers with the iPhone 6s launch. Customers who pre-ordered their phones did not receive them on launch day. It was a small letdown that had a lasting impact.
I used to think the best way to increase prices and achieve higher margins was to add more value to my services. I believed the more value I could bring to my clients the more I would be rewarded. I was wrong. Value has nothing to do with price. Just look at the...
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