Twice I was recommended, by one of the TOP persons in the world, to help a 2,500 paid user organization improve. The first time, led to having breakfast with the President in Seattle, but no action taken. Then new ownership came in. They called me from Europe, and after analysis and notes, a 90 minute call and follow up.
They had the best brand in the world, in category, yet the number two, which was free, yet had a different model, crept up, and at the time, barely had 5,000 FREE users, but now has 20,000, while the company I advised, now has 2,100. They were invested in changing nothing, saying they had it all figured out. I had a clear plan. Not everyone is ready. Thinking you know, when you do not know is the worst combination.