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How long will a company keep funding a failing project before facing reality? Most business leaders think they would cut losses quickly. In reality, more often, they double down. Failed IT projects sometimes waste millions before someone is willing to shut them down. Marketing campaigns run for months past their effectiveness. Product features ship despite

The Origin In 1982, James Q. Wilson, an American political scientist and professor at UCLA and Harvard University, and George Kelling, an American criminologist and professor at Rutgers University, published an article in The Atlantic titled “Broken Windows: The Police and Neighborhood Safety“. In it, they observed that disorder and crime were inextricably linked and

Most leaders know their best customers. Few realize how much of their business depends on them. Twenty percent of your customers generate 80% of your revenue. Twenty percent of your products account for 80% of your sales. 20% of your employees produce 80% of the output. This pattern repeats so reliably that it has a

How do employees behave when the path is unclear? When a customer asks for something unusual, when a colleague misses a deadline, or when a decision must be made without guidance from a manual or a manager? That’s corporate culture, in motion. Culture drives business outcomes in ways that are difficult to quantify but impossible

Why do most strategic initiatives fail to meet their objectives? It’s rarely because the strategy was wrong. Most leadership teams can craft solid strategies. The breakdown happens in execution, where good plans meet organizational reality and often lose. Diagnosing Bottlenecks Even carefully crafted plans can run into invisible barriers. Teams stall, deliverables drift, and no

A CEO once asked me whether doubling the marketing budget would accelerate growth or just burn cash. The question wasn’t about spending more. It was about knowing whether customer acquisition was profitable in the first place. One critical metric helps answer that question: the ratio of Customer Lifetime Value (CLTV) to Customer Acquisition Cost (CAC).

NPS, or Net Promoter Score, is one of the simplest and most effective ways to measure customer loyalty. Most businesses should use it, but they must be prepared to act on what they learn. The methodology, developed by Fred Reichheld and introduced in his 2003 Harvard Business Review article, became ubiquitous because it distills customer