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High Court judge temporarily blocks signing that had been scheduled for Thursday View the full article

Low-cost airline targets highest-ever profits as buoyant consumers continue to spend on travel View the full article

A decade ago, the easiest way in the front door at a restaurant was often to call—or even just show up for a meal. Now, it’s far easier to book ahead, and the list of ways to get a coveted seat at the table is growing to include some surprising places. The country’s two largest delivery apps, DoorDash and Uber Eats, have both shared plans in recent weeks to add restaurant reservations to their apps. A crowded field Over the past few years, restaurant reservations—especially the hot ones—have become a type of currency. Call it a post-COVID return to socializing or our increased excitement to plan ahead; prime-time tables at top restaurants have gotten harder to secure than some concert tickets. Now, online scalpers target and resell hot reservations for a profit. The right credit card, a prestige Amex or a status Visa, comes with special access to popular reservations. Or, you can buy your way in through a number of app-based services that work with restaurants to secure high-value tables. In short, just about any company with a vested interest in restaurants wants to help you get a leg up—and inside—the front door. Uber’s entry That list now includes third-party delivery services, a once unlikely partner for restaurants hoping to coax diners off their couches. Last week, Uber Eats shared details of a deal with OpenTable, the country’s largest reservations provider, that lets Eats users book restaurant tables inside its app. Uber will add a new “dine out” tab inside its delivery app later this year for reservations, exclusive discounts and deals, and in-app ride booking. Uber’s subscription Uber One customers even get priority access to top tables set aside just for them. Or, as Uber’s senior director of delivery engineering, Rohan Mathew, said onstage as he detailed the program, “Your whole night is covered: deals, reservations, and rides.” Ease and convenience Third-party delivery apps don’t have the most hospitable reputation with restaurants. Operators frequently lament the high cost of commissions and a frustrating lack of customer data from the services. Still, diners want the convenience of takeout and delivery. According to just-released data from the National Restaurant Association, 37% of adults order delivery once a week. With so much business happening outside the four walls of a restaurant, it makes sense that full-service operators want their tables listed in as many places as possible. “At OpenTable, we’ve watched dining out evolve over the past 20 years—and this is the next chapter,” OpenTable CEO Debby Soo said over email. “Diners want ease and convenience when planning a night out, and we’re here to deliver that wherever it makes sense for them and our restaurant partners.” The DoorDash plan Soo says the company has over 150 tech partners, now including Uber, that it considers “high-converting channels” where it helps connect diners to the restaurants on its platform. This includes Uber Eats’ top competitor, DoorDash, which announced the acquisition of reservations and customer relationship management company SevenRooms for $1.2 billion earlier this month. When the deal closes later this year, reservations will likely find their way into the DoorDash app—though the company hasn’t confirmed exactly how or when. “We are just at the start of this transaction, so there are a lot of answers we don’t have in detail,” said Parisa Sadrzadeh, DoorDash vice president of strategy and operations, noting that she “would anticipate” a way for people to book reservations inside the DoorDash app. View the full article

Over the course of my career as an executive at Google, Yahoo, and Meta, and now as founder and CEO of my own firm, I’ve hired thousands of people. Across all those roles, one thing has stayed consistent: the applications that stand out are the ones that go beyond simply checking the boxes. In today’s job market, with a challenging economy and the rise of AI, fewer jobs are getting posted, and more people are applying for every job. So it’s all the more important to take the steps that will make your application stand out. Last year, we opened a chief of staff role at my company. Within days, we received more than 800 applications. My team and I read through every one of them. Just three stood out immediately. It wasn’t because the applicants held that exact title before or came from the most well-known companies: it was because they did something extra. One submitted a deck outlining how they would approach the role. Another sent a short video of themselves walking through a presentation they’d created. The third added a “User Manual,” a tool some organizations use to help teammates understand how to work together (and one our company uses, too). Each of the three caught my eye not just because they went beyond what we had asked for, but also because they used language and terms unique to our company that showed they understood and cared about how we operate. All three were invited to interview, and two of them made it to the final round. Taking the extra steps to bring attention to your application can be effective for all kinds of jobs. Whether you’re applying for your first job or your next leadership role, a strong, thoughtful application can help you stand out. Here’s what I’ve learned about how to set yourself apart. Treat AI as a beginning, not an end As of late, I’ve seen many job applications that sound almost identical. They begin with the same phrases, like “Due to my extensive experience” or “I am writing to express my sincere interest.” It’s clear that some were written entirely by AI. I’m not against using AI. It can help you organize ideas and polish your language. However, when you rely on it too heavily, your application ends up sounding exactly like everyone else’s. The best candidates may use AI to help support their thinking, but then they bring their own voice into the final version. Show how you think Résumés list what you have done, but strong applications show how you think. A short deck, a one-pager, a video, or a note with specific ideas gives companies insight into how you approach problems and communicate. You don’t need to be a designer or send something flashy (unless you’re applying for a design role!). What matters most is clarity and thoughtfulness. Show off some smart research When someone references details about a company’s mission, product, or values using specific examples, it shows care and effort. When we were searching for our next chief of staff, one of our applicants sent some positive quotes from her clients and called them “quotes from the Cookie Jar.” The Cookie Jar is a term we use for the Slack channel where we put customer testimonials—something we also mention on our company blog. By including our own terminology, it showed she had taken the time to go beyond just the first couple of pages of our website. Use your network when you can It’s still a good idea to lean on the tried-and-true strategy of leveraging your connections. If you know someone at the company you’re applying to, reach out to ask for a recommendation, an introduction, or even a quick tip; second-degree connections, too, might yield an introduction or a good word. And if you don’t have any ins at the company, don’t worry. Tailoring your message, doing deeper research, and writing an application that demonstrates how you think are just as effective for people without inside connections. In some cases, a standout application from someone without any ties can rise even further because it reflects initiative and creative thinking—two skills any team is looking for. View the full article

Early this month, the The President administration proposed cutting more than $1.2 billion dollars of funding for the National Park Service. Meanwhile, new polling found that public parks are beloved by almost all Americans—making them among the least polarized third spaces remaining in the U.S. According to a national study conducted by YouGov and published this week by the nonprofit Trust for Public Land, 89% of adults in a major U.S. city visited a public park in the last year, including 92% of 2024 The President voters and 90% of Harris voters. The study results come at the same time that the president and congressional Republicans are trying to pass a budget that would severely restrict national park staffing and maintenance. That means local parks might play an even greater role in shaping and strengthening communities in the years to come. Unsplash National Parks face potential devastating budget cuts On May 2, the The President administration released its 2026 budget plan. The document includes a proposal to cut millions of dollars of funding to national park sites, especially targeting smaller sites like national monuments and shorelines. “The National Park Service (NPS) responsibilities include a large number of sites that are not ‘National Parks,’ in the traditionally understood sense, many of which receive small numbers of mostly local visitors, and are better categorized and managed as State-level parks,” the budget reads. It adds that there’s “an urgent need” to transfer certain properties to state-level management and “streamline staffing,” though the budget doesn’t allocate any additional funding to states for this purpose. Unsplash Specifically, the budget recommends eliminating $900 million dedicated to the operation of national parks, $73 million to park construction funding, $77 million to recreation and preservation funding, and $197 million to the Historic Preservation Fund. Theresa Pierno, the National Parks Conservation Association president and CEO, called this “the most extreme, unrealistic and destructive NPS budget a president has ever proposed in the agency’s 109-year history” in a press release at the time. Congress still needs to approve a version of the budget, which is currently stalled amid Republican infighting over its contents. In the meantime, the NPS has already taken several recent blows: In February, the Department of the Interior, in conjunction with the so-called Department of Government Efficiency, laid off 1,000 probationary employees, including park rangers. Another 700 workers took buyouts at the time. Early this month, the department announced plans to cut another 1,500 NPS staff members. As a result of understaffing, multiple parks, like the Florissant Fossil Beds National Monument in Colorado, have been forced to cut hours and close visitors centers, which is especially problematic given that visitors to national parks hit an all-time high last year. All the while, the The President administration has put public lands themselves at risk by fast-tracking drilling, mining, and logging initiatives in just the first few months of his presidency. Why public parks matter across party lines Trust for Public Land’s new report finds that the majority of Americans have positive associations with their public parks, regardless of political affiliation. The study shows that 79% of U.S. adults report having a park where they feel comfortable and want to visit regularly. In addition, 65% of adults report having a positive conversation in a park with a stranger over the last year, and 70% support keeping schoolyards open for the community after-hours. For those looking to live somewhere with better access to public outdoor space, the report also includes rankings of the nation’s best big-city park systems. This year, Washington, D.C., came in first, followed by Irvine, California; Minneapolis; and Cincinnati. Perhaps most notably among the results, both The President 2024 and Harris 2024 voters agree that they would pay more in taxes to improve the quality of local conservation lands, natural areas, and neighborhood parks—including 58% of The President voters and 85% of Harris voters. “Access to the outdoors is one of the things that we all resonate around,” says Trust for Public Land president and CEO Carrie Besnette Hauser. “It doesn’t matter whether a community leans red or blue.” In last year’s election cycle, Hauser notes, TPL supported 23 ballot measures around parks, public lands, and access to nature—all of which were passed. That included several measures in ultraconservative counties in Florida and Georgia, where constituents approved projects to protect wildlife, improve water quality, and reduce damage from floods. Given the broader trends uncovered both by voting results and by polling, Hauser says the The President administration’s proposed budget cuts to the NPS and nationally managed public lands run “completely counter to what people want,” adding, “Any proposal to continue to undercut [public lands] will actually be a disservice to the American people, because they just don’t support that notion. It would be counter to any polling, any expression of interest around people’s interest in protecting these places, conserving these places, and having access to these places.” View the full article

Fast Company’s Maria Jose Gutierrez Chavez reports on how millennials are taking over TikTok to share memories of life during the 2008 recession—and offer tips on how to survive. View the full article

Broadgate co-owner reports ‘uptick in demand for good second-hand space in core locations’View the full article

Overshoot of £20.2bn for first month of tax year comes ahead of Rachel Reeves’ spending reviewView the full article

Shooting occurred outside event at Jewish museum in US capitalView the full article

It’s five answers to five questions. Here we go… 1. Junior staff ask me for recommendations I can’t give without reservations I work with a number of support positions filled mostly by recent grads. Although they support my role, they are part of a different company and I have no supervisory role over them. A high percentage of them eventually want to go back to school to do my job and I get asked to fill out recommendation forms a few times a year. Sometimes this is an amazing part of my job — I get to pay forward all the help that I received. But I’m struggling with what to do when my opinion of someone’s work isn’t so glowing. To not mince words, the support staff supervisor is truly terrible at his job. Between this, a toxic culture at their company, and being new to the workforce, many of the support staff have picked up habits that make it hard for me to recommend them without reservation. To give a couple examples, I’ve learned to not worry about some of them until they are a full 30 minutes late (meaning I’ve been doing their job and mine for the first 30 minutes of the day; I’m all for flexible time when coverage isn’t part of the job, but that is definitely not the case here). Anything their supervisor says is viewed as stupid and something that can be ignored and mocked, from the actually asinine to normal work requests. The recommendation forms will ask me to rank something like their punctuality or respect for management, items obviously a little hard to give glowing scores on. I feel conflicted. None of this is happening in a vacuum; they have often never had a job with a good culture and good management, and a lot of these behaviors have become normalized within their group. On the other hand, my field is small and I don’t want to vouch for someone who ends up not outgrowing the toxicity. I know from religiously reading your column that one (good!) piece of advice would be to offer to mentor them. The internal politics make that difficult — their company would view me as overstepping, my company would view me as spending time and resources that their company should be handling, and, honestly, I already do so much of their supervisor’s job that the idea of doing even more grates a bit. I would still be willing to try to help, though, if there is a way that is appropriate to my role. I don’t want to give up writing recommendations completely — some people are truly exceptional. Am I being too harsh, and, if not, is there a good script for turning down recommendation requests from peers? You aren’t being too harsh. In a small field, your reputation is on the line if you recommend someone who turns out to carry these same bad habits to their next job. But I do think there’s room to do something here! The key is to do it before you’re at the point where they’re asking you for recommendations. It doesn’t need to be full-on mentoring, for all the reasons you mentioned. But you could pull these staff members aside individually when you start noticing problems and say something like, “This isn’t something I plan to bring up again, but I want to give you a heads-up: a lot of people in your role end up asking me for recommendations to go back to school for X, and when I write recommendations I’m asked about things like punctuality and respect for management. I see the tough management situation you’re dealing with; I’m not blind to that. But I want to be up-front that if you ever do need a recommendation from me, I’m going to get asked about that stuff and have to be honest, and in some cases haven’t felt like I could write the recommendation at all. I never want to be explaining this to someone for the first time when they’re asking for a recommendation, and I think it’s fairer to say it early on while you can still do something with that information. It’s completely up to you what you do with it! I just want it out there so no one is surprised by it later.” 2. How do I get a security tag removed from a purchase years ago? What’s the most professional way to approach a retail employee about something that would likely make you look suspicious? What happened was that almost four years ago, I brought this great bra from Target. I went through the self-checkout line and was distracted by pleasant small talk with an employee. It wasn’t until I got home that I realized that I never got the big red anti-shoplifting thing-a-ma-bob removed, and it somehow didn’t trigger the door alarm at the front. I would’ve driven back to the store to have it removed, but it was late at night at the time. Through a combination of social anxiety and then-untreated ADHD, I never went back to the store with the bra. I’ve moved to a different state since this had happened, and it’s only compounded my problem. I re-discovered the bra with the old receipt in storage box this week. The receipt was from November 22, 2021. I would love to just walk into my nearest Target and have the tag removed, but I can’t think of any way to verify to customer service that I bought the bra honestly. (I’m the type of person who gets nervous when I leave a store without buying anything because employees probably assume that I stole something.) How do I approach an employee about this? What should I do if they bring in security if they’re suspicious? Should the old receipt from a different state be enough verification, or should I do something else? I’d love to hear from people with recent retail experience on this, but I think you can just bring it in with the receipt and say, “I know it’s ridiculous that it’s been several years, but I bought this bra at a Target in Rhode Island, here’s my receipt, and it still has the security tag on it. I put it aside to bring it back to have the tag removed and then completely forgot about it until recently. Is there any way to get it removed now, since I do have the receipt?” In other words, just lay it out for them! You say you don’t know how to verify that you bought it honestly, but your receipt does that — or at least it does that as much as any receipt ever does. (It’s also possible that they don’t even sell that bra anymore, which would further lend your account credence, although I don’t even think that will matter.) So just own it — “I did this weird thing, can you help?” (I feel like a full quarter of my customer service interactions involve me saying some version of “I did this weird thing, can you help?”) I think they’ll just remove the tag for you. Even if they can’t because it was years earlier, they’re not likely to accuse you of shoplifting when you have a receipt in hand. But if they do, you’ll explain it, and that will probably take care of it! Worst case scenario, they’ll say “this is extremely irregular and we are confiscating this bra,” and you will be no worse off than you are now, except that you will hopefully be able to laugh at this snafu the whole way home. 3. Work transitions when someone is told to leave immediately A manager on my team (not my supervisor) left the company unexpectedly about a month ago. It’s my understanding he was asked to leave immediately once the company learned he had taken a job with a direct competitor. This is pretty standard in my field and not the first time I’ve seen it happen, although it is the first time I’ve been so directly affected. Because he was asked to leave so abruptly, there was no time to properly transition his ongoing work. He was in a lead role on two key projects, and the rest of us have been scrambling to make sure nothing falls through the cracks. It’s a bit embarrassing to have to ask clients for information a second or third time if it was something they had already discussed with him. We have access to his work files and emails, which is helpful, but not everything was documented in an easy-to-find way. We are prohibited from reaching out to him with questions, and even if someone did, he is under no obligation to answer. Is there a better way for companies to handle sudden departures? I realize this can happen in any number of circumstances, like if someone has an unexpected health or family crisis. But, do you think companies should forcefully escort out employees who take jobs with competitors? Do you have any suggestions for the people left in the wake? It’s not unusual in some industries to have people leave immediately if they’re going to work for a competitor, although of course if someone wants to take trade secrets, contact lists, etc., they can just do that before they give notice. Part of the thinking is that once the move is official, the person will have divided loyalties (and perhaps the preponderance of that loyalty will lay with the new employer) and it’s better to get the person out of the information flow as soon as possible — no point in them continuing to hear details about strategy, etc. — but it’s a bit much. As for picking up the pieces after the person is gone, all you can really do is what you and your coworkers have been doing: going back over some of his tracks, asking for information again, and so forth. It doesn’t look great to clients, but there’s no other real way to handle it once the person is gone. 4. Firing someone right before her honeymoon I am firing one of my team members due to a reorg in my team and low performance. She is getting married in three weeks and just came back from a long-term sick leave of four months. Is it better to get it done ASAP or to wait for her to be back from her honeymoon? I’d do it ASAP because knowing she’s out of a job might change the spending decisions she makes on/leading up to her honeymoon. It’s not going to feel great to either of you, but I think it’s fairer to her to have all the information as soon as she can have it. (I do think reasonable people could disagree on this one, though.) However, the fact that she just returned from a long-term sick leave introduces some legal complications (like whether it will look like she’s being let go because of the sick leave), so you should consult with a lawyer or at least your HR department before doing anything. The law doesn’t stop you from firing or laying someone off who’s been on sick leave, but you want to make sure you can document that the reasons for the decision had nothing to do with the leave. 5. Is this bad LinkedIn advice? I have a family member who’s been laid off (not government or nonprofit but an industry affected by DOGE cuts). Their work paid for a job placement company. They told me that the placement company told them to create a LinkedIn profile listing as a current role that’s “seeking role in…” The placement company claims recruiters search for who’s currently working and that’s how to still come up in searches. It sounds to me like bad advice given by people who aren’t actually hiring managers. I’m concerned if the family member follows this advice it would work against them, but is it not a big deal? It’s going to look a bit cheesy/salesy and I wouldn’t recommend doing it, but it’s not likely to be held against them, especially if they’re otherwise a good candidate. The post when you can’t give a good recommendation, firing someone right before her honeymoon, and more appeared first on Ask a Manager. View the full article

Inflated stock prices may have been mistaken for growth-driven superiority View the full article

High transaction costs mean we’re stuck with a housing market dependent on price growth to functionView the full article

Controversial plan to ‘shake off’ nearly £1bn owed to Jingye and related companies could ease a sale, officials say View the full article

Elon Musk’s satellite system dominates the battle for the future of global connectivity. Amazon and Chinese rivals are working to catch upView the full article

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The president said he would consult with the heads of Treasury, the Commerce Department and the Federal Housing Finance Agency he comes to a decision. View the full article

Key Takeaways Understand Market Demand: Grasp the significance of growing consumer preferences for convenience and speed in delivery services, and identify your target audience to carve out your niche. Choose Your Delivery Model: Evaluate various types of delivery services (e.g., food, e-commerce, grocery) and select a model that aligns with market demand and your business vision. Create a Solid Business Plan: Develop a comprehensive business plan covering your goals, market analysis, operations, marketing strategies, and financial projections to ensure a structured approach to launching your business. Comply with Legal Requirements: Familiarize yourself with the necessary permits, licenses, and insurance to operate legally, safeguarding your business against potential legal complications. Invest in Technology and Equipment: Equip your delivery business with reliable vehicles and effective routing software to streamline operations and enhance customer service. Focus on Marketing and Customer Relationships: Implement strategic branding and digital marketing efforts to increase visibility while nurturing strong relationships with customers to foster loyalty and repeat business. Starting a delivery business can be an exciting venture that taps into the growing demand for convenience. With more people relying on delivery services for everything from groceries to takeout, you have a unique opportunity to carve out your niche in this booming market. Whether you’re looking to run a small local operation or expand into a larger enterprise, the right strategies can set you up for success. In this guide, you’ll discover essential steps to launch your delivery business, from identifying your target market to managing logistics. With the right approach, you can not only meet customer needs but also build a sustainable and profitable business. Get ready to dive into the world of delivery services and turn your entrepreneurial dreams into reality. Understanding the Delivery Business Starting a delivery business involves knowing the different types of services available and recognizing market demand and trends. This understanding will help you make informed decisions as you develop your business plan. Types of Delivery Services You can choose from various types of delivery services to fit your target audience and business model. Common options include: Food Delivery Services: Partner with local restaurants to deliver meals. This service often requires a user-friendly website or app for customer ordering. E-commerce Delivery: Work with online retailers to deliver products directly to consumers. Pay attention to logistics and packaging to ensure timely and safe deliveries. Grocery Delivery: Collaborate with grocery stores to deliver fresh produce and pantry items. Building strong relationships with local stores enhances your service offerings. Same-Day Delivery: Focus on quick delivery for various goods where time-sensitive options are crucial. This model can attract customers willing to pay a premium for speed. Freight and Logistics: Provide larger-scale delivery services for businesses requiring transport of heavy goods. This venture may demand a different legal structure, such as an LLC or corporation. Understanding these types will allow you to tailor your offerings and plan for customer acquisition strategies effectively. Market Demand and Trends Market demand for delivery services is consistently growing, driven by consumer preferences for convenience and speed. Key trends to consider include: Increased Online Shopping: E-commerce growth continues to rise, creating more demand for fast delivery solutions. Keeping up with this trend is vital for your startup. Subscription Services: Many companies offer subscription-based models, providing regular deliveries of products. This model ensures recurring revenue, enhancing cash flow management. Contactless Delivery: The preference for contactless interactions has become essential, especially post-pandemic. Implementing safety measures can improve customer trust. Sustainability: Eco-friendly delivery options are increasingly attracting attention. Adopting sustainable practices not only appeals to consumers but can also boost your branding and marketing efforts. Being aware of these market demands allows you to innovate your business strategies and adapt to changing consumer behaviors, setting a solid foundation for your small business journey. Steps to Start a Delivery Business Starting a delivery business requires careful planning and execution. You’ll navigate essential steps, from developing a business plan to securing necessary permits. Developing a Business Plan Create a comprehensive business plan that outlines your goals, market research, and target audience. This plan should include: Executive Summary: A concise overview of your business idea. Company Description: Details about the services you offer and your value proposition. Market Analysis: Insights into your target market, competitors, and industry trends. Marketing Strategy: Clear approaches to customer acquisition and branding. Operational Plan: Logistics, delivery processes, and team structure. Financial Plan: Budgeting, funding options, and projections for cash flow and profit margins. Focusing on these elements fosters a well-thought-out startup and sets the foundation for scalability and growth. Legal Requirements and Permits Understand the legal aspects of launching your delivery business. Select a legal structure that suits your needs, such as an LLC or sole proprietorship. Each option has different implications for taxes, liability, and compliance. Business Registration: Obtain the necessary licenses and register your business name. Permits: Check local requirements for delivery services, which may include health permits for food delivery or specific transportation permits. Insurance: Protect your business with liability insurance, covering potential accidents during deliveries. Consulting with legal advisors ensures compliance and helps navigate regulations effectively, which is crucial for avoiding future legal complications. Setting Up Your Delivery Operations Setting up your delivery operations requires careful planning and strategic choices. Focus on defining your niche, understanding your target audience, and aligning your services with market demand. Choosing a Delivery Model Select a delivery model that fits your business idea and target audience. Consider options such as: Food Delivery: Concentrate on meals from local restaurants or meal kits. Grocery Shipments: Partner with grocery stores to provide convenience for busy households. Package Delivery: Focus on fast and reliable transport for e-commerce businesses. Specialized Delivery: Cater to specific needs, like medical supplies or fragile items. Each model requires a tailored business plan that defines your approach to customer acquisition, service offerings, pricing strategies, and logistics. Equipment and Technology Needs Identify the essential equipment and technology to streamline your operations. Key components include: Vehicles: Invest in reliable transportation suited for the delivery service. Routing Software: Use advanced tools to optimize delivery routes, reducing time and fuel costs. Communication Tools: Utilize platforms for real-time updates with customers and team members for efficient customer service. Website and E-Commerce Solutions: Develop an online presence to enhance your brand visibility and enable customer engagement. Prioritize these needs according to your business plan to ensure scalability and adaptability in your delivery operations. Marketing Your Delivery Business Marketing your delivery business effectively increases visibility and customer acquisition. Using strategic branding and promotion can set you apart in a competitive landscape. Branding and Promotion Strategies Establish strong branding that reflects your business identity. Focus on creating a memorable logo and consistent messaging across all channels. Utilize digital marketing tactics, such as SEO and social media, to reach your target audience. Develop a marketing plan that outlines objectives, methodologies, and performance metrics. Consider leveraging email marketing to establish direct communication with customers, providing them with updates, promotions, and tailored offers. Engaging content marketing can also boost your online presence, making your brand more relatable. Partner with local businesses to promote your services, creating collaborations that benefit both parties. Building Customer Relationships Building strong customer relationships is essential for long-term success. Engage with customers regularly through various platforms, addressing concerns promptly to enhance customer service. Implement a loyalty program to reward repeat customers, encouraging them to return. Collect customer feedback to refine your offerings and demonstrate that you value their opinions. Additionally, personalize your communication to foster a sense of connection, making customers feel appreciated and understood. Effective customer relationship management can lead to higher customer retention rates and increased sales, ultimately contributing to the growth strategy of your delivery business. Financial Considerations Financial considerations play a vital role in starting a successful delivery business. Understanding costs, pricing strategies, and funding options helps sustain your venture in the competitive market. Initial Investment and Costs Initial investment costs significantly impact your delivery business’s financial planning. Key expenses include: Equipment and Vehicles: Depending on your delivery model, you may need vehicles like vans or trucks. Assess fuel efficiency and maintenance costs to optimize your budget. Licensing and Permits: Secure necessary permits and licenses to operate legally. These vary based on your location and business structure, be it an LLC, corporation, or sole proprietorship. Insurance: Obtain insurance policies to protect your assets and cover liability. Options may include general liability, vehicle insurance, and other relevant coverage. Technology: Invest in routing software, communication tools, and e-commerce platforms to streamline operations and enhance customer experience. Marketing: Allocate funds for digital marketing efforts, such as social media campaigns and SEO strategies, to grow your customer base. Pricing Your Services Setting competitive prices is crucial in attracting customers and maintaining profitability. Consider these factors: Market Research: Analyze competitor pricing to determine your service rates. Understanding your target audience’s willingness to pay informs effective pricing strategies. Cost-Plus Pricing: Calculate your total operational costs, then add a profit margin to establish your prices. This method ensures that all expenses are covered. Value-Based Pricing: Price your services based on the perceived value to customers. Highlight unique aspects of your delivery services that differentiate you in the market. Dynamic Pricing: Adjust your prices based on demand fluctuations or special promotions. This strategy can drive customer acquisition during peak times. Discounts and Loyalty Programs: Implement discounts for first-time customers and loyalty programs to encourage repeat business, significantly impacting long-term profitability. Thorough financial planning and pricing strategies position you for success as an entrepreneur in the delivery business landscape. Conclusion Starting a delivery business can be a rewarding venture if you approach it with the right mindset and strategies. By understanding your target market and aligning your services with consumer needs, you can carve out a niche that stands out in a crowded marketplace. Effective planning and execution are crucial for your success. Make sure to focus on building strong customer relationships and implementing innovative marketing strategies to increase your visibility. With careful attention to financial management and operational efficiency, you’ll be well on your way to establishing a thriving delivery business that meets the growing demand for convenience and reliability. Embrace the journey and watch your entrepreneurial dreams come to life. Frequently Asked Questions What are the key steps to start a delivery business? To start a delivery business, first develop a comprehensive business plan that outlines your market analysis, marketing strategy, operational plan, and financial plan. Next, ensure you meet legal requirements by obtaining necessary licenses and permits. Then, set up your delivery operations, choose your niche, and invest in essential equipment and technology. Finally, focus on effective marketing strategies to attract customers and establish strong brand visibility. What types of delivery services can I offer? You can offer a variety of delivery services, including food delivery, e-commerce package delivery, grocery deliveries, same-day delivery, and freight logistics. Each service caters to specific target audiences and requires a tailored business model to meet the unique needs of those customers. How do I select my target market for a delivery business? Identifying your target market involves conducting market research to understand customer demographics, needs, and preferences. Analyze local demand, competition, and trends in delivery services to determine which niche aligns with your strengths and market opportunities, enabling you to serve your audience effectively. What are the legal requirements for starting a delivery business? Legal requirements vary by location, but generally include selecting a legal structure (llc, sole proprietorship, etc.), obtaining necessary business licenses, and securing insurance. Consulting with a legal advisor can help ensure compliance with local regulations and prevent future legal issues. How important is marketing for a delivery business? Marketing is crucial for attracting customers and building brand awareness. Utilizing digital marketing tactics, including SEO, social media, and content marketing, can help increase your visibility. Developing a solid marketing plan with clear objectives is essential for long-term customer engagement and business growth. What financial considerations should I keep in mind? When starting a delivery business, consider initial investment costs, such as equipment, licensing, insurance, technology, and marketing. Perform market research to set competitive pricing and explore pricing strategies like dynamic pricing and discounts to effectively manage your financials and maximize profitability. How can I build customer relationships in my delivery business? Building customer relationships is vital for customer retention. Engage with your customers through personalized communication, implement loyalty programs, and seek feedback to improve services. Creating a community around your brand and ensuring excellent customer service can enhance long-term customer loyalty. Image Via Envato This article, "Mastering How to Start a Delivery Business for Success and Growth" was first published on Small Business Trends View the full article

Key Takeaways Understand Market Demand: Grasp the significance of growing consumer preferences for convenience and speed in delivery services, and identify your target audience to carve out your niche. Choose Your Delivery Model: Evaluate various types of delivery services (e.g., food, e-commerce, grocery) and select a model that aligns with market demand and your business vision. Create a Solid Business Plan: Develop a comprehensive business plan covering your goals, market analysis, operations, marketing strategies, and financial projections to ensure a structured approach to launching your business. Comply with Legal Requirements: Familiarize yourself with the necessary permits, licenses, and insurance to operate legally, safeguarding your business against potential legal complications. Invest in Technology and Equipment: Equip your delivery business with reliable vehicles and effective routing software to streamline operations and enhance customer service. Focus on Marketing and Customer Relationships: Implement strategic branding and digital marketing efforts to increase visibility while nurturing strong relationships with customers to foster loyalty and repeat business. Starting a delivery business can be an exciting venture that taps into the growing demand for convenience. With more people relying on delivery services for everything from groceries to takeout, you have a unique opportunity to carve out your niche in this booming market. Whether you’re looking to run a small local operation or expand into a larger enterprise, the right strategies can set you up for success. In this guide, you’ll discover essential steps to launch your delivery business, from identifying your target market to managing logistics. With the right approach, you can not only meet customer needs but also build a sustainable and profitable business. Get ready to dive into the world of delivery services and turn your entrepreneurial dreams into reality. Understanding the Delivery Business Starting a delivery business involves knowing the different types of services available and recognizing market demand and trends. This understanding will help you make informed decisions as you develop your business plan. Types of Delivery Services You can choose from various types of delivery services to fit your target audience and business model. Common options include: Food Delivery Services: Partner with local restaurants to deliver meals. This service often requires a user-friendly website or app for customer ordering. E-commerce Delivery: Work with online retailers to deliver products directly to consumers. Pay attention to logistics and packaging to ensure timely and safe deliveries. Grocery Delivery: Collaborate with grocery stores to deliver fresh produce and pantry items. Building strong relationships with local stores enhances your service offerings. Same-Day Delivery: Focus on quick delivery for various goods where time-sensitive options are crucial. This model can attract customers willing to pay a premium for speed. Freight and Logistics: Provide larger-scale delivery services for businesses requiring transport of heavy goods. This venture may demand a different legal structure, such as an LLC or corporation. Understanding these types will allow you to tailor your offerings and plan for customer acquisition strategies effectively. Market Demand and Trends Market demand for delivery services is consistently growing, driven by consumer preferences for convenience and speed. Key trends to consider include: Increased Online Shopping: E-commerce growth continues to rise, creating more demand for fast delivery solutions. Keeping up with this trend is vital for your startup. Subscription Services: Many companies offer subscription-based models, providing regular deliveries of products. This model ensures recurring revenue, enhancing cash flow management. Contactless Delivery: The preference for contactless interactions has become essential, especially post-pandemic. Implementing safety measures can improve customer trust. Sustainability: Eco-friendly delivery options are increasingly attracting attention. Adopting sustainable practices not only appeals to consumers but can also boost your branding and marketing efforts. Being aware of these market demands allows you to innovate your business strategies and adapt to changing consumer behaviors, setting a solid foundation for your small business journey. Steps to Start a Delivery Business Starting a delivery business requires careful planning and execution. You’ll navigate essential steps, from developing a business plan to securing necessary permits. Developing a Business Plan Create a comprehensive business plan that outlines your goals, market research, and target audience. This plan should include: Executive Summary: A concise overview of your business idea. Company Description: Details about the services you offer and your value proposition. Market Analysis: Insights into your target market, competitors, and industry trends. Marketing Strategy: Clear approaches to customer acquisition and branding. Operational Plan: Logistics, delivery processes, and team structure. Financial Plan: Budgeting, funding options, and projections for cash flow and profit margins. Focusing on these elements fosters a well-thought-out startup and sets the foundation for scalability and growth. Legal Requirements and Permits Understand the legal aspects of launching your delivery business. Select a legal structure that suits your needs, such as an LLC or sole proprietorship. Each option has different implications for taxes, liability, and compliance. Business Registration: Obtain the necessary licenses and register your business name. Permits: Check local requirements for delivery services, which may include health permits for food delivery or specific transportation permits. Insurance: Protect your business with liability insurance, covering potential accidents during deliveries. Consulting with legal advisors ensures compliance and helps navigate regulations effectively, which is crucial for avoiding future legal complications. Setting Up Your Delivery Operations Setting up your delivery operations requires careful planning and strategic choices. Focus on defining your niche, understanding your target audience, and aligning your services with market demand. Choosing a Delivery Model Select a delivery model that fits your business idea and target audience. Consider options such as: Food Delivery: Concentrate on meals from local restaurants or meal kits. Grocery Shipments: Partner with grocery stores to provide convenience for busy households. Package Delivery: Focus on fast and reliable transport for e-commerce businesses. Specialized Delivery: Cater to specific needs, like medical supplies or fragile items. Each model requires a tailored business plan that defines your approach to customer acquisition, service offerings, pricing strategies, and logistics. Equipment and Technology Needs Identify the essential equipment and technology to streamline your operations. Key components include: Vehicles: Invest in reliable transportation suited for the delivery service. Routing Software: Use advanced tools to optimize delivery routes, reducing time and fuel costs. Communication Tools: Utilize platforms for real-time updates with customers and team members for efficient customer service. Website and E-Commerce Solutions: Develop an online presence to enhance your brand visibility and enable customer engagement. Prioritize these needs according to your business plan to ensure scalability and adaptability in your delivery operations. Marketing Your Delivery Business Marketing your delivery business effectively increases visibility and customer acquisition. Using strategic branding and promotion can set you apart in a competitive landscape. Branding and Promotion Strategies Establish strong branding that reflects your business identity. Focus on creating a memorable logo and consistent messaging across all channels. Utilize digital marketing tactics, such as SEO and social media, to reach your target audience. Develop a marketing plan that outlines objectives, methodologies, and performance metrics. Consider leveraging email marketing to establish direct communication with customers, providing them with updates, promotions, and tailored offers. Engaging content marketing can also boost your online presence, making your brand more relatable. Partner with local businesses to promote your services, creating collaborations that benefit both parties. Building Customer Relationships Building strong customer relationships is essential for long-term success. Engage with customers regularly through various platforms, addressing concerns promptly to enhance customer service. Implement a loyalty program to reward repeat customers, encouraging them to return. Collect customer feedback to refine your offerings and demonstrate that you value their opinions. Additionally, personalize your communication to foster a sense of connection, making customers feel appreciated and understood. Effective customer relationship management can lead to higher customer retention rates and increased sales, ultimately contributing to the growth strategy of your delivery business. Financial Considerations Financial considerations play a vital role in starting a successful delivery business. Understanding costs, pricing strategies, and funding options helps sustain your venture in the competitive market. Initial Investment and Costs Initial investment costs significantly impact your delivery business’s financial planning. Key expenses include: Equipment and Vehicles: Depending on your delivery model, you may need vehicles like vans or trucks. Assess fuel efficiency and maintenance costs to optimize your budget. Licensing and Permits: Secure necessary permits and licenses to operate legally. These vary based on your location and business structure, be it an LLC, corporation, or sole proprietorship. Insurance: Obtain insurance policies to protect your assets and cover liability. Options may include general liability, vehicle insurance, and other relevant coverage. Technology: Invest in routing software, communication tools, and e-commerce platforms to streamline operations and enhance customer experience. Marketing: Allocate funds for digital marketing efforts, such as social media campaigns and SEO strategies, to grow your customer base. Pricing Your Services Setting competitive prices is crucial in attracting customers and maintaining profitability. Consider these factors: Market Research: Analyze competitor pricing to determine your service rates. Understanding your target audience’s willingness to pay informs effective pricing strategies. Cost-Plus Pricing: Calculate your total operational costs, then add a profit margin to establish your prices. This method ensures that all expenses are covered. Value-Based Pricing: Price your services based on the perceived value to customers. Highlight unique aspects of your delivery services that differentiate you in the market. Dynamic Pricing: Adjust your prices based on demand fluctuations or special promotions. This strategy can drive customer acquisition during peak times. Discounts and Loyalty Programs: Implement discounts for first-time customers and loyalty programs to encourage repeat business, significantly impacting long-term profitability. Thorough financial planning and pricing strategies position you for success as an entrepreneur in the delivery business landscape. Conclusion Starting a delivery business can be a rewarding venture if you approach it with the right mindset and strategies. By understanding your target market and aligning your services with consumer needs, you can carve out a niche that stands out in a crowded marketplace. Effective planning and execution are crucial for your success. Make sure to focus on building strong customer relationships and implementing innovative marketing strategies to increase your visibility. With careful attention to financial management and operational efficiency, you’ll be well on your way to establishing a thriving delivery business that meets the growing demand for convenience and reliability. Embrace the journey and watch your entrepreneurial dreams come to life. Frequently Asked Questions What are the key steps to start a delivery business? To start a delivery business, first develop a comprehensive business plan that outlines your market analysis, marketing strategy, operational plan, and financial plan. Next, ensure you meet legal requirements by obtaining necessary licenses and permits. Then, set up your delivery operations, choose your niche, and invest in essential equipment and technology. Finally, focus on effective marketing strategies to attract customers and establish strong brand visibility. What types of delivery services can I offer? You can offer a variety of delivery services, including food delivery, e-commerce package delivery, grocery deliveries, same-day delivery, and freight logistics. Each service caters to specific target audiences and requires a tailored business model to meet the unique needs of those customers. How do I select my target market for a delivery business? Identifying your target market involves conducting market research to understand customer demographics, needs, and preferences. Analyze local demand, competition, and trends in delivery services to determine which niche aligns with your strengths and market opportunities, enabling you to serve your audience effectively. What are the legal requirements for starting a delivery business? Legal requirements vary by location, but generally include selecting a legal structure (llc, sole proprietorship, etc.), obtaining necessary business licenses, and securing insurance. Consulting with a legal advisor can help ensure compliance with local regulations and prevent future legal issues. How important is marketing for a delivery business? Marketing is crucial for attracting customers and building brand awareness. Utilizing digital marketing tactics, including SEO, social media, and content marketing, can help increase your visibility. Developing a solid marketing plan with clear objectives is essential for long-term customer engagement and business growth. What financial considerations should I keep in mind? When starting a delivery business, consider initial investment costs, such as equipment, licensing, insurance, technology, and marketing. Perform market research to set competitive pricing and explore pricing strategies like dynamic pricing and discounts to effectively manage your financials and maximize profitability. How can I build customer relationships in my delivery business? Building customer relationships is vital for customer retention. Engage with your customers through personalized communication, implement loyalty programs, and seek feedback to improve services. Creating a community around your brand and ensuring excellent customer service can enhance long-term customer loyalty. Image Via Envato This article, "Mastering How to Start a Delivery Business for Success and Growth" was first published on Small Business Trends View the full article

People keep telling me that big agencies are the future—that you need massive scale, deep pockets, and cutting-edge tech to survive. But after 25 years in this business, I’ve seen firsthand that raw creativity and genuine curiosity still drive the best work. Sure, some folks think enterprise platforms and huge teams are the answer. I believe the future belongs to nimble agencies that can pivot quickly and bring fresh ideas to the table. The old “bigger is better” mindset is shifting. These days, brands want partners who truly get them and bring something distinctive to their work, and that’s where independent agencies shine. Why brands go independent At MOCEAN, we’ve taken our entertainment background and applied that cinematic storytelling to everything from gaming to pharmatech. When The Cheesecake Factory came to us, we threw out the standard restaurant advertising playbook and created something more narrative-driven and alive. Look around. You’ll see that brands are increasingly turning to indies for work that cuts through the noise. Tubi and Coors Light are making waves with bold, irreverent social campaigns. NBA and Beats by Dre are connecting across generations through culturally-authentic creative. Chipotle and American Express are proving that social-first thinking drives both emotional connection and business results. None of these came from holding companies—they’re all independent work. Having a specific focus isn’t limiting, it’s liberating. It leads to deeper insights and work that actually resonates. Today’s clients need to move at lightning speed, stretch their budgets further, and stay culturally relevant in an ever-changing landscape. That’s exactly what independent agencies do best. Our flat structure means fewer hoops to jump through. Ideas move from concept to execution faster, with real collaboration along the way. While big agencies might take months to launch a campaign, independent shops like ours deliver in weeks. Thriving talent means more innovation Real innovation happens at small, independent shops. Top talent wants to make meaningful work. They want their ideas to see the light of day, not get lost in layers of approval. That energy is contagious. Yes, holding companies have resources. But independents aren’t trying to be them; we’re blazing our own trail. We’re testing new tools, solving real problems, and building teams that genuinely care about doing great work. I see it at MOCEAN all the time. Some of our most innovative AI applications have come from individuals just experimenting on their own. When people feel truly empowered, creativity flourishes. The role of technology We’re embracing AI, but thoughtfully, as a tool to enhance our work, not replace human creativity. We use platforms like Midjourney and ChatGPT to streamline presentations, rough out concepts, and rapidly iterate on ideas. Some partners are still figuring out their AI comfort zone, which we completely respect. Meanwhile, we’re building expertise where it makes sense, so we’re ready to lead when the time comes. Creative businesses will always need human insight and creative instinct. Independent agencies get that, and we protect space for it. Clients see the difference. So does talent. More creatives are leaving big agencies for smaller, more passionate teams—places where the work matters more than office politics and results speak louder than processes. Our strength comes from staying adaptable, staying curious, and putting partnership before process. Twenty-five years in and I’ve never been more excited about what’s ahead. Creativity still wins. Curiosity still wins. And people still want to do work that moves them. Michael McIntyre is CEO of MOCEAN. View the full article

HOW do people learn? Simply put, when the reality does not meet the expectation. When we make mistakes. When we fail. And when we learn from those mistakes, we learn not only the correct way to go, but we gain a deeper understanding of the issue and thus are able to more easily apply it to similar situations. In other words, if we try to solve the problem before we are told how to do it, we learn better. Manu Kapur wrote Productive Failure with this in mind. “The idea of Productive Failure is to be proactive; that is, if failure is so powerful for learning, then we should not wait for it to happen. We should intentionally design for it for deep learning.” Kapur began his career as a math teacher. He thought “if he could engage his students, explain the concepts as clearly as possible, then show them, step-by-step, exactly what to do and how to do it, he’d achieve transformational results.” This is the direct instruction method that we are all accustomed to—the teacher lectures, we practice, and we learn. It feels right. It feels logical. However, the problem with the direct instruction method is that while we feel we’ve learned, our understanding is often largely superficial. “The problem was not that we learn poorly from bad lectures, but rather that we learn poorly from excellent ones. Not learning well from bad lectures is understandable and explainable. Not learning well from good lectures is perplexing, even shocking.” The solution to the paradox lies in realizing that the first job of teaching is actually not to teach. The first job of teaching is to prepare the novice to see with an expert’s eyes. The bottom line: when learning something new, it is much too easy to find the path of least resistance. It is most natural to seek the easy way out. However, my research on Productive Failure shows that making learning does not always ease learning. If not intentionally designed to leverage failure in the initial stages, learning tends to be shallow and inflexible. But with it, learning is deep, flexible, and adaptive. Productive Failure suggests that making initial learning more difficult and challenging, where you may struggle and even fail to solve a problem or perform a task, can be beneficial for learning. In contrast to Direct Instruction, Discovery Learning asks the learner to figure out how to apply their existing knowledge to the problem first. “Discovery Learning emphasizes active engagement and self-exploration as the primary drivers of acquiring new knowledge.” Discover Learning asks you to transfer your existing knowledge to new contexts. Activating prior knowledge helps us to make sense of new information. It develops curiosity and open-mindedness. This kind of learning is the most valuable in dynamic and uncertain environments, and what we need more of in people at all levels. “Struggling a bit with the problem helps you learn better than if someone just explains the answers. Before we can repair or resolve our misconceptions or failures, we need to become aware of them in the first place.” An awareness of all we do not know is the beginning of knowledge and wisdom. The gap between what we know and what we don’t know sets us up to learn. So, how do we use this? As in teaching, as leaders and mentors, we can learn from this: “We are quick to see what is wrong in students’ answers and reasoning. We are quick to zone in on that which is incorrect, so that we can quickly and robustly correct it. What we are not good at is analyzing students’ incorrect answers to see if there are elements in those answers, bits and pieces, and components, that could be used as building blocks for helping them learn the correct concept.” What is right in the wrong answer? “Deep understanding requires that we are able to see what is critical and connect it with our prior knowledge.” Productive Failure helps us to reassemble components in our knowledge in a new way to solve new and harder problems. Tasks can be designed to be challenging and accessible. “Productive Failure is good for learning things that you need to deeply understand and transfer to novel situations,” like the adaptive challenges we face today. We are not trying to design for failure for failure's sake, but to design in such a way that we have to think through the challenge and see it in different ways. * * * Follow us on Instagram and X for additional leadership and personal development ideas. * * * View the full article

Customer retention is more than a buzzword—it is a proven driver of sustainable growth and profitability. Sounds like common sense? Think again. Customer churn is on the rise. Yet, while many organizations recognize the value of keeping customers, far fewer appreciate the full spectrum of losses that arise when performance is merely “good enough.” The hidden costs of unremarkable customer experience—lost profit margins, missed cross-sell opportunities, shorter customer lifespans, fewer referrals, and reduced purchase volumes—can quietly erode the bottom line. These losses are often multiplied by the ripple effects of customer complaints or service failures, which extend far beyond immediate transaction. The well-proven benefits of customer retention Despite the overwhelming evidence, many companies still chase short-term sales incentives or focus on launching “new and improved” products, neglecting the reliable, long-term value of customer loyalty. They view retention as a binary effort—keeping the customers or losing them. In reality, it is not. Under the surface of customer relationships, there are further opportunities to capture and enhance the strength and longevity of the relationships. Cost efficiency: Acquiring a new customer is five to seven times more expensive than keeping an existing one. This makes retention a far more efficient use of marketing and operational resources. Revenue growth and profitability: The first product you sell to a customer is usually not the last one you hope to sell. Business growth from existing customers and improved margins are directly linked to the value delivered in the first sales interaction. If it was boringly predictable, the customers will not be interested in growing the relationships. What would the impact on your business be if every customer decides to purchase one more product? Customer lifetime value (CLV): The longevity of a customer relationship is another critical dimension of the health of the relationship and the power of retention. What will the impact on your business be if a customer decides to extend their lifetime by one more year? Predictability results in smart investment: Loyal customers provide steady, recurring revenue, enabling better forecasting and strategic investments. Such stability allows you to invest in new products, adapt new technologies, and expand into new markets—as opposed to reserving your investments and staying behind. What will you do differently if you would be provided with revenue stability? More customers, by referrals: Referrals are gold. But how many of them do you actually receive? What would the impact on your business be if 505 of your new customers came from previous customers? What would you customer acquisition cost look like? What would you do with the savings? These benefits show that the path to profitability is often shortest when it focuses on reducing the currency and maximizing customer value. Boring performance leads to further losses If the benefits of retention are not compelling enough, the hidden costs of mediocrity should be. Deciding to take the customer for granted and delivering less than remarkable value comes with a price. You thought you saved money. Think about the hidden losses you have created. Too often, companies see customers as single product or service purchasers, not as long-term partners with substantial lifetime value. This narrow view leaves significant value on the table and blinds organizations to the deeper financial consequences of failing to deliver exceptional experiences. 1. Tougher negotiations—greater profit compromises When customer experience is boringly predictable, price becomes the primary battleground. Disappointed customers are more likely to demand discounts or concessions, eroding profit margins. In B2B environments, this effect is even more pronounced, as clients leverage the threat of switching to competitors to negotiate deeper discounts. The absence of a differentiated, memorable experience makes it easy for customers to walk away—or to squeeze suppliers on better terms. 2. Loss of future products purchases Customers, unimpressed by their experience, are unlikely to explore additional products or services. Cross-selling and upselling options are routinely missed when the customer relationship is transactional rather than relational. Research consistently shows that personalized and relevant recommendations drive sales, but mediocre experiences stifle these opportunities. 3. Losses in customer relationship longevity Unremarkable experiences accelerate customer churn. Each lost customer represents not just a single transaction, but the entire future value of that relationship. Companies that accept churn as a cost of doing business, rather than a solvable problem, forfeit millions in potential revenue and incur additional costs to replace lost customers. 4. Loss of future customers’ referrals Referrals are the gold standard of customer endorsement. Exceptional experiences inspire real recommendations that bring in new customers with no acquisition cost. Conversely, dissatisfied customers are not only less likely to recommend—they are more likely to share negative experiences, amplifying reputational damage and deterring potential new business. 5. Reduction in purchase volume Customers who receive unremarkable value often reduce their spending over time, spreading purchases across multiple vendors to minimize risk. Without a compelling reason to consolidate business, companies lose out on the larger share of wallet that comes from loyal, engaged customers. Why hidden losses persist If the financial case is so clear, why do so many organizations fail to prioritize customer retention and experience? Several factors contribute: Short-term focus: Shareholder and leadership pressure often drive companies to pursue quick wins at the expense of long-term investment in customer relationships. Inertia: Many organizations assume customers will tolerate mediocre experiences rather than switch, underestimating the ease with which customers can move to competitors. Fragmented ownership: Customers are often “owned” by different departments—marketing, sales, service—without a unified view of lifetime value or coordinated retention strategy. Lack of definition: Few companies have a clear, actionable definition of what constitutes an exceptional customer experience, making it difficult to set goals or measure progress. Incomplete data: Without comprehensive data on customer behavior and value, organizations struggle to make informed decisions about where to invest in experience improvements. Product-centric culture: A focus on products and features, rather than customer needs and journeys, relegates the customer to an afterthought. Misaligned metrics: Traditional satisfaction scores may not accurately reflect the true impact of customer experience on retention and growth. Missing tools and training: Employees often lack the resources, training, and empowerment needed to deliver truly exceptional experiences. Boring is not an option Delivering an unremarkable value to customers is not just an act of taking them for granted and belittling their intelligence. It comes with a heavy price. While customer retention is the cost we see on the surface, it is well understood. The hidden losses from unremarkable performance expose a deeper, more profound case of evaluating the performance. Providing exceptional customer experience is more than about keeping customers. It is about protecting profit margins, unlocking cross-sell potential, extending customer lifespans, generating referrals, and maximizing purchase volume. In a customer-first economy, investing in exceptional experiences is no longer optional. Organizations must honestly assess their customers commitment, confront the obstacles to delivering on retention strategies, and understand the full scope of losses that come from settling for “good enough.” Only then can they make the strategic decisions necessary to stand out, build lasting relationships, and thrive in a competitive marketplace. Lior Arussy is the cofounder and chairman of ImprintCX. His latest book is Dare to Author! View the full article

The president has staked his second-term agenda on the sprawling tax-and-spend legislationView the full article

“We doubled our marketing team, and still fell behind.” That’s what one founder told me in January, frustrated after months of hiring, onboarding, and budgeting…only to lose ground anyway. In 2025, the old formula of “more people equals more results” just isn’t working. Let’s face it, traditional hiring is broken. It’s costly, time-intensive, and built for a world that no longer exists. Training takes months, and even the best employees can’t be experts in everything. And scaling up or down? That’s nearly impossible when your budget is tied to headcount. That said, full-time employees are still the heart of any great company. Their creativity, dedication, and drive are what push businesses forward. So, what is a leader to do? That’s where the right agency comes in. Not to replace your team, but to amplify it. An agency partner keeps your business agile and efficient, filling in gaps without replacing your team. Instead of overloading in-house employees, an agency can bring specialized expertise exactly when and where it’s needed, without adding overhead. 5 reasons to amplify your team with an agency Here’s why teaming up with an agency could be the right move in 2025. 1. Access to a dream team When you work with an agency, you’re not gaining just one person, you’re tapping into an entire squad of experts. Need killer copy, smart SEO strategies, or top-notch data insights? They’ve got you covered. Building a team like that in-house takes time and money, but an agency delivers it all, with minimal onboarding. This means your employees can focus on the big picture goals while the agency handles the specialized execution that drives results. 2. Smarter spending Hiring is expensive. Salaries, benefits, equipment, training…it adds up fast. Then there’s turnover—46% of employees plan to job hunt in the next three months, and replacing an employee costs about 50% of their annual salary. That number jumps to 100% for higher-level roles. Agencies, on the other hand, come with clear, predictable costs. They’re not about cutting corners; they’re about making smart investments. You get the best of both worlds; high-level expertise without the financial risk of full-time hires. 3. Staying ahead of the game The marketing world never stops moving, and you must be ready to pivot at a moment’s notice. Agencies, like social media-focused marketing agency Firebelly, are built for this​​. They constantly test new tools and strategies, so you don’t have to. I recently spoke with Duncan Alney, founder and CEO of Firebelly Marketing, about how businesses today can’t afford to fall behind. “As a social media marketing agency, we’re focused on staying ahead of the industry’s trends and news. Marketing shifts too quickly, and in-house teams are already stretched thin,” Duncan shared. “Firebelly brings the advantage of real-time insights and adaptability, things that are nearly impossible to maintain internally.” Your team can focus on longer-term growth while your agency keeps you on the cutting edge. 4. Scalability, when you need it Businesses aren’t predictable. Maybe you’ve got a product launch coming up, or maybe it’s a slow season. Agencies ramp up or scale back as necessary, taking the pressure off your team. It’s like having a safety net that adjusts as you go. 5. Hit the ground running Hiring and training new employees takes time, and sometimes you need results ASAP. Agencies come in ready to go. They bring proven systems, expertise, and results. Instead of waiting months to see progress, you build momentum right away. As a marketer and business owner, I’ve seen firsthand how agencies can transform businesses ready to level up their marketing. The right agency can bring expertise, speed, and flexibility to the table, working alongside in-house teams. This isn’t about replacing your employees, it’s about giving them the support they need to shine. Before you post that next job opening, ask yourself: Could an outside partner help you achieve your goals faster and with less risk? In 2025, the smartest way to build from within might be by looking outside. View the full article