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!

Companies often search high, and low for ways to improve. Sometimes, theanswers are in broad daylight!

Often times companies lighten their hourly workloads by casting time-consuming responsibilities over to customers. Are you sure this is the type of customer experiences you want to create?

Buyers appreciate companies that make their jobs easier. What are some of the ways your company can streamline the buying process for your customers?

Professional sports use slow motion technology to assist with accurately analyzing gametime activity. Imagine the improvement opportunities businesses could uncover by seeing transactional activities in slow motion?

How does your corporate culture teach, train and coach associates on delivering sincere customer gratitude? Should leaders leave expressions of appreciation up to chance, or certainty? 

This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?

This one-minute question invites you to double check your stated expectations, against what the customer actually experiences. Do they match up? Do they marry with each other? Do they connect?

Today we zip through a 60-second challenge asking you to be the customer. Simply ask yourself, as the customer, do I clearly understand the what, when, where, and how this transaction is happening?

The Sales Force, and Customer Service Department interact with customers more than any other personnel, yet their input is often ignored in board room planning sessions. How often does your company use ideas from the teams who deal with your cu...

When was the last time you asked a customer what they did not appreciate about doing business with your company? This OMOQ installment invites you to discover customer-pleasing corrections, simply by consistently asking customers a loaded quest...

We spend this next minute questioning the consistency of seeing things through to the end. Are you streaking customer projects to the twenty-yard line, and then disappearing for a few days, forcing customers to poke you, nudge you, and tug at y...

How much emphasis are we placing on respecting customer time, and money? Should we design service departments, or stewardship departments?

Today’s one-minute trip looks at customers who may be left wondering if we just heard them, or if we are really listening to them? What say you?

This 60-second chin-rubber asks us to contemplate how much time we devote to deeply thinking about our business? Copying & pasting, and clicking & dragging have their place in business, but how often is critical thinking the horse that ...