“The essence of strategy is choosing what not to do.” — Michael Porter A few years ago, a well-funded e-commerce startup outsourced its entire customer service department to a vendor overseas. The proposal looked airtight: lower costs, round-the-clock coverage, performance-based incentives. Six months later, their Trustpilot rating dropped from 4.6 to 3.1. Response times increased…
“The secret of change is to focus all of your energy not on fighting the old, but on building the new.” — Socrates Running a business is like piloting a high-speed jet—every inefficiency, no matter how small, can cause turbulence. And that turbulence? It’s expensive. Operational inefficiencies can cost companies up to 30% of their…
