Do you know how your business creates value? The paradox is if incremental value is achievable – the customer won’t see it. Can you convert your teams LATENT diversity, knowledge and wisdom into value? Many people forget this. With the progress of the IOT increasing accessibility of knowledge and competition profits are reducing, because services become increasingly easy to replicate. Furthermore, engagement – engagement do you create incremental customer value through the way you work to make the experience truly remarkable? Value is determined by the person parting with their money. By focusing on extracting profits and controlling costs directors focus on the ends not the means. Peter Drucker, that “the only purpose of business is to earn and keep a customer”. The only way to do that is to create value for customers. “What value do we create, for who, and how? Can you convert your teams LATENT diversity, knowledge and wisdom into value? Our successful assignments suggest they your people are probably working at 25% of what they are capable of.