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Found Money
by Mike Wagner
 Imagine walking into your office one morning and finding $10,000 sitting on your desk. Not a bad way to start the day!
How about coming back from lunch expecting an afternoon of "putting out fires" in your organization when your assistant stops by to give you the mail. Opening the first envelope you find an unexpected check for $200,000! Suddenly the rest of the afternoon is looking much, much better.
How does this happen? By winning the lottery? Waiting for a long-lost relative to pass away and leave you a huge sum of money?
The answer is much more in your control...
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Leadership Challenge:
How do you rate your organization's customer experience?
Switch seats with your customer and try to understand what working with your organization looks like. Look at more than just your product or service. Include everything that surrounds your product or service - from a customer's first interaction with your organization to their last.
Click here to download a PDF that categorizes four types of experiences customers have with organizations. Use this Customer Experience Continuum with your leadership team to determine where each of them rate your organization. Then compare everyone's ratings to establish a benchmark and determine the best ways to improve your organization's customer experience.
Ask the Rabbit
Q: I've always thought my leadership team is "on the same page" but lately I have seen a few signs that have me questioning that assumption. What is a good way to approach this at our next meeting?
A: In our experience, many leaders of organizations are just like you - they either operate on the assumption everyone is "rowing in the same direction" or they have a feeling something is amiss, but avoid addressing the situation. Congratulations for having the courage to discover the truth.
To get your leadership team talking about this issue and even being able to see how each person perceives your organization we have created the "Work ON Your Biz Workshop".
Get your leaders looking at the company from your customers' point of view and how they see the most important function of the organization.
Learn more about this private, highly-interactive, two-hour workshop conducted just for your team. |
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Mike Wagner, explains what it takes to Install the Vision within an organization.
Like last month's video, this clip was recorded at the 2010 Iowa Association of Business and Industry conference. Mike shares the stage with the CEO of Kreg Tool, Todd Sommerfeld.
Watch Video
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8/3: Woodward Communications
8/11: Executive Forums
8/12: Executive Forums
8/16: Saxton, Inc.
8/17: Control Installations of Iowa, Inc.
8/18: Iowa Home Builders Association
8/19: Drake Athletics
8/24: Control Installations of Iowa, Inc.
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But Will It Make You Happy?
by Stephanie Rosenbloom
In her New York Times article, Stephanie Rosenbloom writes about what it takes to create a customer in today's ever changing age of consumerism.
"I think there's a real opportunity in retail to be able to romance the experience again... Retailers are going to have to work very hard to create that emotional feeling again. And it can't just be 'Here's another thing to buy.' It has to have a real sense of experience to it.
Read the article >
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