There’s a good chance those long hold times for customer support have something to do with a rating known as a customer lifetime value, or CLV. That secret number is used by all manner of companies to measure the potential financial value of their customers. Tim and John check-in on their Mack Weldon wardrobe (listen in for a special discount code for Focus Group listeners), while life lessons from The Hardy Boys and Nothing Runs like a Deere caught our eye.

We're all business. Except when we're not.

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