This past spring I was reading an article about customer retention and how to figure out the LTV (life-time-value) of loyal customers. Being in the ultra-competitive financial planning industry, I was hoping to find ways to satisfy my customers beyond just making smart decisions with their assets. The article made a strong point that it is important to make your customers feel that you are…

In the Kingdom of Nod, a villager’s fate hangs in the balance as wise men huddle around the oracle. The oracle will decide his fate. The penalties exacted may be severe: freedom or servitude; the forfeiture of his worldly possessions; the payment of punitive tariffs; or a prohibition against travel. But the Oracle is all seeing and all knowing, able neatly discern guilt or innocence…