Creating Successful Results Will Transform Your Business 

A constant question, “What do customers want?” Answer: A successful result.  But what’s a successful result? A successful result is when customers get their job done with no hassles. Let’s unpack that. There are two parts. GET THEIR JOB DONE It is said that no one buys a drill, they buy a hole. What that … Continue reading Creating Successful Results Will Transform Your Business 

Why selfishness is hurting us and what we must do to change that.

I have always seen selfishness as one of the key sins of humankind. To think of yourself with little to no concern about others just seems to be a horrible way to live, not to mention being of little benefit to the evolution of a better world. However, there are many who defend selfishness with … Continue reading Why selfishness is hurting us and what we must do to change that.

Measurement. Does it help or hurt? It depends on how you want to lead.

Measurement. It seems we measure everything. In fact, there is a belief that if you can’t or don’t measure something, there’s no point in it. There may be a little truth in that, but I believe that too much focus on measurements can be detrimental. Many times, total focus on the result can diminish the … Continue reading Measurement. Does it help or hurt? It depends on how you want to lead.

Real business success. Here’s the first step in making it happen.

When asked where his big break came, the comedian Michael Jr. says it was at a club. Now, don’t start thinking this was some place where talent scouts were known to hover and look for the next big star. Rather, it was an unassuming place where the comic had an epiphany of sorts that changed … Continue reading Real business success. Here’s the first step in making it happen.

Businesses all want customer loyalty, yet many do not repay the favor. Don’t be them.

The promissory tie that binds for kids, the pinky swear. Loyalty. Ask most business owners if they want customer loyalty and the likely answer would be, yes. The thing is, do they know what loyalty means and do they understand their part in it? According to the dictionary, loyalty means a strong feeling of support … Continue reading Businesses all want customer loyalty, yet many do not repay the favor. Don’t be them.

Window dressing is not the answer for improving experiences, but here are four meaningful steps that are.

I have been hearing a lot lately about car dealers who have added coffee bars and free manicures to their dealerships. That all sounds nice but is that what customers want? While all those niceties are, well, nice, they are only window dressing unless the overall experience is great. From the marketing to the environment … Continue reading Window dressing is not the answer for improving experiences, but here are four meaningful steps that are.

Are your surveys customer-centric? Many are not and that’s a problem.

Surveys, surveys, surveys. I am sure you get them; I know I do. And I think it is likely that, like most people I know, you delete most of them, unless of course someone or some company has done something outstandingly good or bad. This is just one problem with surveys. They tend to get … Continue reading Are your surveys customer-centric? Many are not and that’s a problem.

Four crucial steps to improving experiences.

Every company says they want to create better customer experiences. Yes, even the ones that have leaders who do not understand customer experience. (How you can be a leader in a company and not understand something as simple to grasp as customer experience is beyond me. But that is another story.) Making experiences better requires … Continue reading Four crucial steps to improving experiences.