How can we use God’s Word to deliver customer-centricity? Today we glean some excellent business guidance from the scriptures. God’s Word is packed with unshakeable wisdom we can use in our business endeavors. Today we share the “P234” mindset that can provide a solid path to delivering customer satisfaction. Without happy customers, our businesses will quickly end up in the boneyard. Enjoy what God has to say, and we encourage you to give P234 a try! Correction: Mission City Church is actually ...
Jun 20, 2024•10 min•Season 5Ep. 244
First encounters carry enormous weight in the Experience Economy. If we stop and think about our own lives, it becomes easy to recall situations where we were initially greeted with a jarring dose of “Bad Mojo.” Whether we were taken aback by words we heard, images we saw with our eyes, or self-centered personalities that turned us off, it was hard to erase what became etched in the mind’s eye. Today we invite you to explore our “3V” approach to making the most of a new business encounter. Cheer...
Jun 13, 2024•12 min•Season 5Ep. 243
Join us for seven tools that can change the health of business. Thanks go out to Lanier Business Products for giving their employees valuable tools to combat customer doubt. Myself, and many ex-Lanier employees use these tools every day. In the 80’s we called this evidence, and today we refer to these as receipts. This show invites the audience to convert verbal claims into provable statements. These tools will grow customer trust, repeat business, and referral business. Enjoy! Support the show...
Jun 06, 2024•13 min•Season 5Ep. 242
Today we zoom in on why narrow and deep inventories might be the answer for growth! We use M&M candy to illustrate a meaningful mindset that backs up the ability to sell more with less. Today is all about core! Why devote precious manufacturing dollars to low-turn items? Why can’t we leave the “fringe” and “sexy” products for someone else to manufacture? Grab a cup of coffee, settle into a comfy chair, and consider the invitation packed into our short show! Support the show...
May 30, 2024•12 min•Season 5Ep. 241
Today we wrap up our six-part series on The Experience Economy. Subjectivity rules the landscape of this economy, so measuring the results of your efforts is challenging. The proof of success will be evident with healthier repeat transaction, and referral rates. The five-phase pathway is a mindset shift, and by shifting, a positive outcome will become organic and natural. Here is quick recap of episodes 235-239 that highlight this process: Accept The Experience Economy. Roll out the welcome mat....
May 23, 2024•6 min•Season 5Ep. 240
Today we cover the GAME CHANGER! Period. End of the paragraph. End of the chapter. End of the story. The Experience Economy rewards professionals that consistently perform these three, simple actions. 80% of vendors regularly fail at this. By doing these things, you automatically join a small group of 20%. This small group of businesses will be well-positioned for a bevy of repeat and referral transactions. START TOMORROW, and watch the trajectory of your company change for the better! Support t...
May 16, 2024•5 min•Season 5Ep. 239
Installment number four, of our six-part series, examines customer micro-journeys. Businesses often create dozens of small, customer experiences during the transaction process. It is in these small segments of the purchase that favorable impressions can be won, or lost. Better yet, these components often carry the weight of success or failure in the mind’s eye of the customer. As an example, this episode covers the 39 Standard Experience Events (S.E.E.) tucked inside a trip to sit-down restauran...
May 09, 2024•10 min•Season 5Ep. 238
Our third installment of the Experience Economy series is all about finding commonality in a sea of uniqueness. The golden thread of the Experience Economy is to pre-answer common questions before our customers ask them. Getting ahead of our buyers allow us to demonstrate unparalleled respect for their time, money, and mission. The Pareto Principle becomes a close ally as we all try to tune into WIIFM! Support the show
May 02, 2024•5 min•Season 5Ep. 237
Join us for the second installment of our six-episode series about the Experience Economy. What is the epicenter of our corporate goals and objectives? Do we have our priorities pointing at the right target? Where does customer perception fit into the puzzle of our operational centricities? Do we embrace a company-first, or a customer-first mindset? The Experience Economy is notorious for slowly dissolving companies that consistently focus on internal initiatives, rather than the invoice-paying ...
Apr 25, 2024•5 min•Season 5Ep. 236
Join us for the first installment of our six-episode series about the Experience Economy. What is the Experience Economy? How does it operate? What does it look, and feel like? What do other voices have to say? In this kick-off show we share 10-12 other voices that help us build a foundation of understanding. Once we set the cornerstone, we deliver five additional broadcasts that explore essential ingredients vital to succeeding within this subjective marketplace. We invite you to carve out 5-10...
Apr 18, 2024•7 min•Season 5Ep. 235
“Ghosting” is a societal trend that is taking up more office space then ten, twenty or thirty years ago. Today we find various businesses choosing to ignore difficult customer questions, concerns, issues, and tedious follow through. Buyer frustration continues to mount, as vendors are absent, and unwilling to respond. Companies are utilizing these operational mechanisms with alarming frequency. Bad news is often on the horizon for these operators, as the Experience Economy usually has the last l...
Apr 11, 2024•5 min•Season 5Ep. 234
Crafty, cagey, cunning, corrupt, and creative, SPINIPULATORS are a unique breed of business people that cause workplace havoc. This show offers some tangible ways to survive the ultimate workplace troublemaker. In these five minutes we define the character cocktail that combines the artful wordsmithing of a SPINNER, with the devious scheming of the MANIPULATOR. Shake this cocktail up, and the end result is a nasty, narcissistic, business nemesis driven by self-serving motives. Most of us encount...
Apr 04, 2024•5 min•Season 5Ep. 233
This show touches on the “WISE” versus the “WISER.” Valuable business stories are one of the greatest gifts we can share with others. This week, we invite story-telling to be part of your life. It’s never too late to start paying insight forward. Step out, and share your lessons learned. What if one of your stories could help a friend, associate, or family member avoid a business snare in the future? Support the show
Mar 28, 2024•4 min•Season 5Ep. 232
“Stinkin’ Thinkin” can stagnate companies, leading to unnecessary financial woes, and possible extinction. High-achieving companies are usually habitual, best-practice chasers! Whereas, the “We’re just fine the way we are” companies, often watch the hungry, and eager-to-learn competitors chalk up success after success. Venturing out into the land of new ideas is a mindset that starts at the top of the executive chain. If your company is tired of the “same old, same old,” then it’s time to change...
Mar 21, 2024•6 min•Season 5Ep. 231
Today’s show is a quick look at why we should avoid of deploying string-along service techniques. The success of most business transactions is that they lead to repeat purchases, or referrals. So then why do we jeopardize these future events when we service our current customers? Half-truths, and fictitious stories litter the service landscape, as we attempt to avoid an order cancellation. Is this the right way to provide customer-pleasing service? Do these schemes serve the long-term survival o...
Mar 14, 2024•5 min•Season 5Ep. 230
The Experience Economy feasts on the effects of the transactional micro-journeys! Each transaction has multiple touchpoints that create their own customer impressions. At the end of a purchase, many of our companies have faced one, or maybe two dozen opportunities to please, or displease a paying customer. Can our companies identify these micro-journeys tucked inside each purchase? If so, do our businesses chart these? Do we train for these? Why should we even care about these? Join us for some ...
Mar 07, 2024•5 min•Season 5Ep. 229
Tucked inside our 228th podcast is the Experience Economy poking holes in the myth, that no news is good news! Silence from customers is not always golden. In fact, this quietness might just be a loud megaphone in disguise. These five minutes ask some who, what, where and why questions. Our hope is for this episode to be an inspiration for making new, customer-pleasing discoveries. Cheers! Support the show
Feb 29, 2024•4 min•Season 5Ep. 228
What are customers missing? What are the industry voids, and how can we detect them? Scouts play a vital role in the military, and the world of sports. Adopting a scout mindset in business can help us detect marketplace voids, fill them, and monetize them. The business community will introduce these opportunities, as long as we listen, observe, and think. That is what good scouts do…they pay attention to their surroundings, and they are always on the lookout for capitalizing on a dropped ball. I...
Feb 22, 2024•5 min•Season 5Ep. 227
One day a man came into my tradeshow booth and told me I was presenting the product incorrectly. I listened. I changed, and so did the outcome of my efforts. This piece of third-party advice changed my income, and the trajectory of a brand. It gives me great excitement to pay it forward in hopes it can do the same for you. I recently deployed this advice again in 2024. So far, the brand I represent picked up 3 new dealers. Grab a coffee, take a seat, and let this third-party advice be a blessing...
Feb 15, 2024•6 min•Season 5Ep. 226
We are privileged to invite you on a short journey with a wandering photographer named Hal Moran. Gifted in writing, speaking, and telling stories with his camera, we are delighted to have Hal share his heart with the audience. Bird Portraits are Hal’s specialty, but glorifying-God is the true heartbeat of this artist. This podcast host is a better man for knowing Hal Moran, and I am quite certain this cliché applies to many other people who know him. Enjoy this entertaining interview with our c...
Feb 08, 2024•1 hr 1 min•Season 5Ep. 225
This show is all about revealing our vendor-value to customers, while turning lemons into lemonade. Issues can present a bevy of opportunities to put professional capabilities on full display. This episode encourages us to see issues as a glass half full, and not half empty. Issues are not the end of the road with a customer. Instead, they can be the beginning of building a super highway, of long- term business together. Customers want vendors that can solve problems quickly, independently, and ...
Feb 01, 2024•4 min•Season 5Ep. 224
Mike Bitter shares his personal story, and his passion for enabling businesses to build better processes through technology. Turning things around is a common theme with Mike Bitter. This interview illuminates the power of change in life, and business. While CRM processes are the sweet spot for Mike’s consulting business, spreading the life-changing message of Jesus Christ is the true measure of this man. Join us to experience the unbridled enthusiasm Mike has for life, and for serving customers...
Jan 25, 2024•1 hr 18 min•Season 5Ep. 223
Lazy phrases are often used to shut us up, and tell us what we want to hear. Today we look at and empty, casual, and over-used response that we often deploy in life, and at work. In fact, we can almost see this picture in our mind’s eye; the responder is multi-tasking, void of eye contact, and then dribbles a few words that show they could care less about the question! What happens when we subject our customers to that half-baked response? They know that our true intentions have an 80% chance of...
Jan 18, 2024•4 min•Season 5Ep. 222
How many days, weeks, months, or years go by before we let customer know that we appreciate their business? The printed “Thank You” post card in the shipment box is a nice display of gratitude, but is it really perceived as sincere? Granted, the customer may appreciate the gesture, but how much more would it mean to hear, or receive the “Thank You” directly from us? Today we share five-minutes of how we go about saying thank you to our repeat customers. Unique ways of giving thanks can send a ge...
Jan 11, 2024•4 min•Season 5Ep. 221
Start the year with one word that can change everything! TRUTH needs no strategy. TRUTH needs no angle. TRUTH needs no wiggle room. TRUTH needs no sugar-coating. TRUTH only needs a willing participant. Give TRUTH a chance to guide your 2024. In 35 years, I’ve never met a customer that hated truth. Support the show
Jan 04, 2024•5 min•Season 5Ep. 220
Today we break out the coffee as we look at the business concept of creating “wiggle room.” Is wiggle room good, or bad for business? Join us as we examine both sides of this two-sided, topical coin. The bottom line, as always, is how can “wiggle room” affect the customer experience? This show contains a few, thought-provoking questions that only business owners, operators, managers, and executives can answer! Enjoy the Holidays! Support the show...
Dec 28, 2023•6 min•Season 5Ep. 219
Believe. Receive. Rejoice. Support the show
Dec 21, 2023•7 min•Season 5Ep. 218
How about a little constructive fun to disrupt the rhythm of routine business? First, gather the troops, and head to the conference room with pen and pad in hand! Next, ask everyone to “BE THE CUSTOMER” for this exercise. The third step is to focus on the concepts of simplicity, streamlining, one-click processing, time conservation and ease of use. The fourth step is to list all the things you ask your customers to do, in order to process their business. Now, from the buyer vantage point, compar...
Dec 14, 2023•7 min•Season 5Ep. 217
Never sending, or collecting on invoices happens far too often. The previous sentence sounds ridiculous! However, it is true for small, medium, and large companies. Reasons for this are usually rooted in the lack of systems or adequate procedures. Very few customers will volunteer to pay an invoice they never received. Today we flush out, and ask critical questions about this Silent Business Killer (SBK), We encourage all businesses not to leave hard-earned money on the table. Support the show...
Dec 07, 2023•5 min•Season 5Ep. 216
Customers love suppliers that consistently demonstrate customer-pleasing core values. Corporate growth spurts can become very hectic and overwhelming. During expansion mode it is often difficult to maintain the core values that were once the glue of the smaller enterprise. The reasons for this are varied, but in many cases, value training is overshadowed by mechanical, and procedural training. So how do we get back to the glue that made the small company unique and attractive to customers? Today...
Nov 30, 2023•6 min•Season 5Ep. 215
