A short talk by Louis Massaro arguing that improving profits is not primarily about cutting costs but about allocating resources to the right points in the customer journey. He reports seven years of experience identifying specific transaction points where money is made or lost and emphasizes finding small, overlooked opportunities that materially impact profitability.
When we think about profits, it's not about cutting costs. And I say that because I know what happens when we get into this place where cash flow gets tight and we feel like we need to cut, cut, cut, cut, cut. And we cut, cut, cut until we cut out the whole business. It's about allocating our resources appropriately. In the last seven years that I've been doing this, we've been able to identify specific transaction points in the customer journey where money is made and money is lost within the business. And these points may seem obvious, but how they impact your business is not. You know, I always say, like, there's times where I feel I'm working with somebody closely, and I feel like I go into business and I could just see money laying all over the floor that they don't see. Not because I'm smarter than them or because they're not aware of what's going on. It's just because I've been doing it long enough to see where the little difference makers are.
