Even thriving companies can frustrate their customers. This case study shows how one B2B software firm used the UKBA Business Boost Toolkit to cut wait times by 40%, eliminate recurring service issues, and empower teams to act faster. A smart fix—not a major overhaul—that made a real impact where it counts.
Nick Shanagher
Time is just a wrapper. Why SME leaders should measure outcomes, not hours
Time is easy to track—but it’s not what drives success. This article explains why SME leaders must stop measuring effort and start demanding outcomes, especially when working with advisors or consultants. Results matter more than hours, and value is what counts.
What Google’s Decline Teaches SMEs About Choosing Digital Partners
Google’s fall from grace offers more than just tech gossip—it’s a warning for SME leaders who depend on big-name digital providers. This article unpacks Om Malik’s critique and explains why smaller, more responsive service partners may offer better long-term value.
Five Trends to Watch: A Guide for Small Business Leaders
Prepare your business for 2025 by understanding the trends shaping the future. From smarter energy solutions to tools that prioritise mindfulness, these five super trends offer opportunities for SMEs to thrive. Learn how to adapt and grow with actionable insights for small business leaders.
How AI will transform your small business
How small business owners can use AI for success
Where is your sweet spot for success?
In 2008, a student asked Grayson Perry, Britain's leading contemporary artist, how he figured out what his art should be about. Perry was stumped. It is a question that many business owners grapple with - what do their customers buy from them, what do they want...
Real leaders raise prices
Price is a trade-off between the value you deliver and the perceived cost to the customer. If you raise your prices and nobody complains, you probably did not raise them by enough! It is easy to be glib. Like our clients, business consultants live in a world where...
Marketing success with the Rule of 95/5
Rao's is a New York restaurant open since 1896 where you only get to eat if you are invited by a regular - think Woody Allen, Robert De Niro or Al Pacino! Will Guidara, the author of Unreasonable Hospitality and former owner of Eleven Madison Park, says it took him...
Get your hiring mindset into gear
The most helpful advice I have received recently on hiring was that a new salesperson needs to generate ten times their salary to justify adding to the team. The advice came from Donald Miller at his April Business Growth Boot Camp, where he shared how he...