By Taking The Agony Out Of Tech Support, He Built A Fast-Growing Company
May 29, 2017
Atlassian Doubles; Leprino Dominates; Wal-Mart Leads; Elite SEM on Today Show
June 8, 2017

2930% Increase in Sales Leads; President Zuckerberg?; 24/7 Techies; Inside Apples New HQ

"…insights for scaleups"


2930% Increase in Sales Leads — and this was for a motorcycle dealer in NYC. Using an AI tool called Albert, Adgorithm's AI-driven marketing platform, Asaf Jacobi's Harley dealership went from selling one or two motorcycles a week during the winter to 15 the first weekend he turned on the tool! By the third month of using the tool, leads increased 2930% and 50% of those were "lookalikes" – mirroring the customers most likely to purchase. Please take two minutes to read the details in this HBR article. This is powerful stuff!

8 Ways Machine Learning Improves Processes — a significant weakness in scaleups is a lack of effective processes. This results in costly mistakes and wasted time, plus no fun for employees. Machine learning is stepping in to fill the gap. This HBR article outlines the specific processes companies are using machine learning and AI to drive and improve – worth 1 minute to scan down through the list. We'll be hosting more experts in these fields at our ScaleUp Summits (next one Oct 17 – 18, St. Louis).

(President) Mark Zuckerberg's Commencement Address — I realize this is old news already, but this Boston Globe Opinion piece written by the guy whose book became the famous movie about Mark, is classic. Ben Mezrich wonders if Mark is running for President already with a goal to visit all 50 states in 2017 (his personal goal this year); is he already a cyborg with AI components; will he purchase Uber, Tesla, etc. and assimilate Elon Musk? It's a fun and insightful article with a real possibility that Mark runs sooner than later (thank Trump for clearing the path for business owners to run and win). And for those that missed the speech, Fortune did a nice job highlighting the top 10 quotes from the speech – worth having for your next meeting or cocktail gathering.

If Zuckerberg Ran America Like Facebook — and yesterday Inc. magazine weighed in. The most interesting part of the article details his "listening tour" of America. And it details how Mark is the consummate politician given all the challenges he faces in dealing with governments around the globe. It's a piece worth reading as it details the skills of a 21st Century leader.

24/7 Techies (Gazelles case study) — my latest Huffington Post piece highlights Dilendra Wimalasekere's Sri Lanka-based 24/7 Techies. By identifying its core customers in a detailed buyer persona; figuring out what they really want; making the right brand promises to them; and putting a system in place to make sure it keeps those promises, Dilendra's firm is receiving accolades. The product review site TopTenReviews chose 24/7 Techies as the number one company offering the best support for phones and tablets. And its Net Promoter Score is excellent, with 96% of its customers willing to refer the company to others.

24/7 Techies' Brand Promises — serving mainly US, UK, Canadian, and Australian customers 50 – 70 years old who are non-tech savvy, they guarantee an "outstanding experience" o
r you don't pay, defined measurably as:

  • Answering a call in less than two minutes
  • Never hurrying customers and answering all their questions
  • Offering clear pricing via a flat fee for unlimited support

They also offer a free diagnostic that allows the company to explain the problem in detail to the customer. And given the service culture Sri Lanka is known for gives Dilendra a leg up on international competitors when it comes to having a pool of talent from which to hire caring people willing to work with older adults (OK, 50 isn't old!). Please take 2 minutes to read the details. Congratulations Dilendra on defining a clear strategy and executing on it. Have you clearly defined your ideal buyer and 3 brand promises?

An Exclusive Look Inside Apple's Mothership — and for the curious, this Wired article gives some of the first looks inside Apple's amazing new HQ. The attention to every detail is truly impressive with a main design element to blur the line between indoors and outdoors. Jobs understood the importance of connecting with nature as it impacts the quality of work life and creativity. It's a lengthy article so grab your favorite drink this weekend and soak in the ideas.


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And if you're interested in becoming a world-class certified Gazelles International coach, please go to for more information. If you determine that we're a fit and wish to join our premier organization, we invite you to contact our Dir. of Coach Engagement at [email protected] or 877.217.2253 ext.700.


Create Accountability – Drive Execution
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Verne Harnish
Verne Harnish
Verne Harnish is founder of the world-renowned Entrepreneurs’ Organization (EO) and chaired for fifteen years EO’s premiere CEO program, the “Birthing of Giants” and WEO’s “Advanced Business” executive program both held at MIT. Founder and CEO of Gazelles, a global executive education and coaching company with over 150 coaching partners on six continents, Verne has spent the past three decades helping companies scale-up. The “Growth Guy” syndicated columnist, he’s also the Venture columnist for FORTUNE magazine. He’s the author of Scaling Up (Rockefeller Habits 2.0); Mastering the Rockefeller Habits; and along with the editors of Fortune, authored The Greatest Business Decisions of All Times," for which Jim Collins wrote the foreword. Verne also chairs FORTUNE Magazine’s annual Leadership and Growth Summits and serves on several boards including chairman of The Riordan Clinic and the newly launched Geoversity. He is an investor in many scale-ups. A father of four, he enjoys piano, tennis, and magic as a card-carrying member of the International Brotherhood of Magicians.