Technology now provides tools that allow us to read, respond and react to customer issues with lightening speed. However, so many companies have leaders who cannot answer a simple question for 2 weeks. Why? Because they are traveling. How lame!...

Does your customer know where to turn to get an answer? Maybe it is time to consider ways to stop keeping customers in the dark!

Sometimes we make doing business harder than it needs to be for our customers. Maybe this is a good time to pick up a shovel, and streamline the tasks we require from our customers.

Random audits are a great way to discover, and fix mistakes you don’t want to keep passing onto customers. The bottom line…never allow your deliverables to look like wilted mint in a mojito!

What if something “OLD SCHOOL” could be considered “FRESH” by our customers? Maybe it’s time to take a trip to the post office!

Well over 50% of our customers expect less service than our businesses advertise. Today could be the perfect time to start exceeding those customer expectations?

Tough situations deserve leaders that don’t shy away from managerial duties. Maybe it’s time to take inventory on which managers avoid management duties because they fear confrontations!

Societal trends are rapidly removing phone conversations from daily life. However, the phone is still important to the operation of many businesses. If you are one of these companies, maybe it’s time for some phone role-playing!

Are your customers receiving stewardship service without having to ask for it? Is it time to reexamine your CSR mindset?

When was the last time you actually asked a customer what they think of your products and services? The digital age is pushing us away from talking, or visiting with customer. Maybe it’s time for a REBOOT!

Imagine rarely measuring your actual production costs against the estimated costs on paper? Far too many businesses suffer from this lack of detail management. Don’t wait until year end to find out. We invite you to start measuring and managing...

Getting into the weeds of business details is not sexy, or fun. However, customers love vendors that do the gardening to ensure seamless transactions. What say you?

As we do life, continuous improvement ideas are all around us. How often do you dissect a situational observation, and then relate it to improving your business practices?

Not sending invoices is a spotty illness that affects many small, medium, and large businesses. Maybe this is the perfect time to do an invoice audit at your company. You might be surprised with the results!

Calculated profitability is usually much different than what actually hits the bottom line. Is it time for your company to investigate, and correct costly variances?

Customers get sick of the same old…same old. Price…quality…delivery…blah…blah…blah! Consumers want differentiation, and they will pay for uniqueness. What attributes separate your company from the pack of competitors?

Many customers see through false, and exaggerated claims. Becoming a truth detective is a common practice for consumers who have been burned too often. How does your company prove claims?

Bad transactional experiences often result with customer defections. Are potential repeat customers never coming back for seconds? If so, how are you going to fix it?

Humility is a trait that customers don’t often see from companies. How often do you eat some humble pie, and actually apologize to a customer when you made a mistake?

The epicenter of the Experience Economy is how well we respect customer time. To be good stewards of customer time, we must be doctors of detail, and we need to put customer needs above our own. How do customers score your level of care?

The Experience Economy begs companies to understand what customers want, need, and deserve. If we believe this, then why do so many companies operate without customer service protocols, or training?

Systemic problems often have roots in unmanaged issues. Sometimes this becomes a pattern that appears in many areas of the business. How is this affecting your customers? Better yet, how is this affecting your bottom line?

Out of fear, leaders often select to ignore tricky situations. Why? Because they mislabel the mess as a possible confrontation, when in reality, the adversity is an opportunity to put management skills to work! 

How often does your company check to see if marketing, social media, sales, and service are on the same page? In other words, does the picture in your menu match what the kitchen delivers?

Is your company casting a cryptic net by confusing customers with internal jargon they are unfamiliar with? If so, then maybe it’s time to get everyone on the same page!