There's nothing better for business than a booming economy. Unfortunately, it often encourages faulty thinking and spawns erroneous ideas. When sales are strong and profits meet projections, we're quick to take the credit. When things go sour, external forces get the blame.
A good economy tends to mask distorted thinking and inappropriate ideas. For example, personal computer sales have been drifting downward, even while prices have been dropping. Manufacturers are petrified. Out of near desperation, they jack up power to a sizzling 500 MHz to try to capture customer attention. Just as this happens, free PCs appear. In the midst of all this, one company rediscovers itself. To IBM's credit, it figured out what business it's in: solutions.

Selling isn’t about making sales — it’s about engaging customers, entering into a conversation with them, and letting them respond when they’re ready to buy. That’s called marketing, and marketing makes sales. In this article, John Graham uses Krispy Kreme Donuts as an example of how a company finds ways to create excitement and build customer loyalty.