10 Ways to Provide Sensational Customer Experiences

As technology advances and more and more products and services become commoditized, the only thing that separates one business from another is the customer experience.

Poor customer experience can easily destroy a business . . . If you don’t believe this, just ask United or American Airlines. One ugly incident can destroy the customer loyalty that has taken years to build!

Conversely, exceptional customer service can accelerate a business and its profitability to new heights!

What Experience Does Your Business Provide?

I recently switched things up and gave up my BMW car for the iconic F150 short box 4X4 pickup truck. Aside from the obvious complete change in driving performance and utility, I was taken back by the lack of customer experience offered by Ford in comparison to BMW. For example:

Are You Being Killed By Your Business Plan?

If your business plan was written more than one year ago, chances are it is out of date and not in tune with the current marketplace.

The classic business plans in the past relied on 5 year and 10 year horizons that gave the organization a vision and a direction to dominate in their market. But today, the marketplace is changing so quickly that any long-term business plan is a waste of time and, if you follow it, will probably result in your business failing.

Motorola and the Iridium Business Plan

In the late 1980’s Motorola launched an initiative they called Iridium. This was an ambitious 12 year program to launch 66 satellites that would provide global satellite phone coverage. They came up with this business plan because they saw that cell phone technology was expensive for the users and for the companies providing infrastructure.

What is the Problem Your Solution is Solving?

Upon hearing about an issue of some sort, most people, myself included, jump into problem solving mode almost immediately. We hear one rendition of the issue from one source and we immediately synthesize an elegant solution and mobilize an impressive set of resources conquer it.

However, more often than not, we are attempting to solve the wrong problem.

Slow Elevator Problem

There is an interesting story of an office building owner who is dealing with an overwhelming number of complaints of slow elevator service. People are waiting so long for the elevator that they are beginning to break lease agreements and move out of the building.

The owner has many options to fix this seemingly slow elevator issue. For example, he could:

8 Ways to Prepare Your Business for Artificial Intelligence

Artificial intelligence, AI, is already revolutionizing our world and what we have seen so far is not even the tip of the iceberg! We cannot imagine today the profound changes AI will bring to our planet in the coming years!

So, what is your business doing about it? How are you leveraging AI inside your business? What are you doing to prepare your business for the changes that AI will usher into your marketplace?

What is Artificial Intelligence?