February 27, 2023

Transforming knowledge into know-how

“Once you publish something, the convention is that whatever you wrote was what you thought before you wrote it. These were your ideas, and now you’ve expressed them.

But you know this isn’t true. You know that putting your ideas into words changed them.

And not just the ideas you published. Presumably there were others that turned out to be too broken to fix, and those you discarded instead.” Paul Graham

This is why composing your Customer Experience Score matters, and why it works.

You aren’t simply transferring your ideal Customer Experience onto paper, you’re (re-)defining it. And then sharing it.   And what you create can be further refined and honed – re-designed if necessary if it doesn’t work or when circumstances change.

That thing you currently carry around in your head can become a tool you and all the people you employ can use to make your business 100 times better than it is now.


Discipline makes Daring possible.

Ask me how.