Business Mechanics vs Business Physics 
A few questions provide a starting point to appreciate how a dogmatic reliance on manipulating the obvious mechanics within a business leads companies to inconsistently deliver incremental growth and struggle to become more efficient at generating profits.
Q– Which variable will provide greater control to amplify as well as faithfully manufacture profit growth – committing to deliver an expressed client need or achieving and effectively harnessing superior trust relative to a competitor?
Q– What is the likelihood your enterprise “simplification” initiative will permanently reduce costs generated by the endless sprawl of business complexity vs. defeating the complexity contagion at its two root causes:
- The pervasive presence of Additional Bias plaguing decision-making and
- The excessive client “needs” companies commit to in order to placate clients who perceive they are in transactional relationships despite a favorable NPS score
Q– Do you think the sum total of human heroics to meet basic client CX expectations (and the true sum is consistently hidden from management’s viewpoint) has a linear or multiplicative drag upon your company’s growth algorithm.
Understanding and harnessing the physics of the business reveals opportunities hiding in plain sight that open the door to becoming your industry’s leader in profit growth efficiency.