“When you’re wrong, admit quickly and emphatically.” Dale Carnegie’s sagewisdom remains as powerful today, as when he uttered them 90 years ago.Humility is an endearing human trait that is dissolving away in modern business.How abou...

“If you can’t measure it, you can’t manage it.” Harold Geneen’s simple, yetpowerful words can be a bright light in a dark room. Company performance, and customer perception has to be convertible into metrics that can paint a factual picture...

Using acronyms can often sound like cryptic, mumbo-jumbo to the customer ear.Perhaps it is time to exchange unfamiliar acronyms with names, and descriptionsthat customers can actually understand, and relate to?

Imagine an Octopus with eight sucker-bearing arms, a soft body, and a strong beaklike jaw. Now transfer this image to what happens when a company lies to a customer. Each outright lie (body) ends up requiring many sub-lies (sucker-bearing arms)...

Features, features, features. What about the benefits? Many companies fail to explain the “WHY” when it comes to listing features. in the features. What if you were to pair every feature with a benefit. “The real benefit to you” is a phrase mor...

Customer transactions travel a road of various micro-experiences (transactional components) that shape buyer’s opinions, perceptions, repeat and referral business. Collectively, these components are called Experience Events (EE). Are your ident...

Customer complaints can set up course corrections for companies that are going off road! The keys to getting back on track are 1) listening to the customer (not just hearing), 2) being humble enough to accept the criticism, 3) and being smart e...

The appetite for “DIY” products and services has never been higher. What does your company do to cater to this modern mindset? Assuming no salesperson will aid potential customers, what information are you providing to assist informed decisions...

Are you in need of some additional ‘WOW” factors in your business presentations to customers? One of the coolest ways to do this is to search your facts, features, and benefits vault for things you have never communicated to customers. Once dis...

Perception and facts often compete for the truth. Perhaps it is time to start examining the perceptions customer have of your business, and the services that are delivered. Often times companies lose customers just because their bad impressions...

Some research suggests the need to create 12 positive experiences in order to negate the effects of one bad experience. 12-1 odds are a mighty hill to climb. Unreturned voice mails contribute to making that hill. Are you sure you want to let vo...

Flexibility. Creativity. Willingness. Finding solutions that solve unique issues. Going the extra mile. Never saying never. Do these descriptions sound like your company? If not, imagine what kind of repeat and referral business you could attra...

Mirrors fill a board room during an inter-company meeting. Edicts are laid down, and attendees are told to reflect what the C-level demands. Imagine what would happen if companies abandon that reflective mindset, and exchanged it with an outwar...

To some companies, servicing really kicks into high gear after the sale. Why then? Because those companies realize that the repeat and referral pot of gold awaits them, when their paying customers feel they are being cared for after the sale. W...

We have all witnessed companies that aren’t flexible. They defend their legacy procedures as a badge of honor, and claim they have been doing business the same way for decades. For some companies that is their hallmark. For others, it is going ...

Imagine if you and your team went hunting for ways to become more streamlined with customers? After all, time is the currency of the experience economy, and saving customer time converts to money saved. Have fun on your hunts! Be bright. Be bri...

Does your management style look like this: “Your hired. Come in tomorrow at 4:00, and you can start waiting on those tables of hungry people.” Why do so many brands manage this way? Are you sure these employees know the mission, and all the mec...

Is failure always traceable to employee ineptitude or carelessness? Or, is failure the result of risk takers who stick their neck out to try something new? No company gets better unless they fail first. How will your corporate culture process f...

Review. Sort. Pile. Then, when you have time, manage the task later. Or, imagine managing each task as you encounter it? Imagine how much time you would save by steam lining task management?

This sounds like a funny question! However, the reality is sad. So many companies don’t train their associates to be greeting initiators. When we bypass the chance to greet first, we are often starting the transactional experience as thought th...

Our surroundings are filled with observations and conversations that can reveal potential improvements for our businesses. All we have to do is look, listen, and think! Are you in? If not, you are possibly missing some cool, easy, and impactful...

One. Just one. Today. There is low-hanging improvement opportunity fruit all around us. We invite you to grab a pen, paper, find a quiet space, and we are confident you can find an easy, customer-pleasing improvement in 30 minutes of thought. O...

Like it or not, consumers are gauging the purchasing process through the lens of experience. Every word, motion, action, or inaction, seems to be subject to an experience scorecard. If your company is not buying into this, you are most likely l...

Be the customer from time-to-time. Thank about how your products, and services affect the buyer. As you peer through the user lens, ask yourself what you would want to know. This periodic exercise can be fun, and beneficial to your bottom line!...

Do you give customers detailed information? How often? Is it vital information? Are you bypassing the release of pertinent information the customer is wanting to receive? What formats do you use to communicate information. Is this information w...