LEVERAGE 7
A pessimist sees the difficulty in every opportunity. An optimist sees the opportunity in every difficulty.
—Winston Churchill
WHAT IS “LEVERAGE” AND WHY IS IT IMPORTANT?
The final strategic action is Leverage, and it addresses reasons that are valuable to the customer and valuable for the organization. By definition, every organization wants more Leverage contacts, should invest time in them, and may want to increase their frequency. Customers don’t see these contacts as friction because they value them, and the organization knows ...
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