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?

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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?

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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?

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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?

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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?

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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!

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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?

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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!

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