Mature companies often find themselves saddled with internal squabbling about issues that are actually quite insignificant. If this is happening to your company, you are inadvertently taking your eye off the customer ball. Maybe it’s time to revisit your roots, and fall back in love with focusing on some of the major issues that can create good customer experiences.

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Black holes are unanswered communication. As time ticks by, the inquiring party becomes increasingly agitated because their inquiry has gone unacknowledged, and unanswered. Many deals have been lost, and many customers have defected because they were sent to a cyberspace blackhole by a vendor. It is time to Wakey-Wakey! Just answer your dang communication! Do a 180 degree turnaround today!

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Margin erosion is a sneaky business killer that can unnecessarily send a company to the boneyard. Becoming a doctor of details is essential to protecting the precious pennies of profitability. If you are not willing to get into your company weeds, than brace yourself for a painful impact sooner than later? What say you? Are you putting your operational weeding gloves on to make sure you are retaining the profitability listed on your costing sheet?

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After 35 years of tracking bad customer experiences, the lack of these two actions are the bedrock of buyer dissatisfaction. Period. End of Story. You want a more profitable bottom line? Do you want to stay in business for the long haul? Do you want customers to come back for more? Deliver on these two actions and most of your problems will be solved.

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The best return happens when companies aim their improvements at customers. Buyers have a keen awareness of which companies prioritize customer satisfaction over company profitability. The best companies know that happy customers will lead to healthy bottom lines. Where are your improvements aimed at?

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The common thread of championship athletic teams is humility. At a certain point, once the collective team becomes humble, the real improvement and growth starts. Without that humility, the teams will never achieve the ultimate goal of a championship. It’s no different in business. If we want to succeed, and grow as businesses, the collective personnel must become humble enough to pursue improvement. Are you humble enough?

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Sadly, customer perception molds customer reality. This reality may not be true, but to the customer, it is their reality. If companies want to create better customer experiences, it behooves the company to understand the various realities customers are seeing, feeling and receiving. If you have never jumped into the customer shoes to experience your product/service, now might be the perfect time to do so. While your at it, get behind their keyboard, wear their glasses, and sit in their chair. You will quickly learn that customers see our companies differently than we imagine.

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Companies can lose BIG money when they deliver a product that looks, and feels inferior to the original sample. This happens all too often. Why? Companies want to pad profitability by using cheaper raw materials for the order fulfillment production. Is your company doing this? If so, maybe it’s time for an integrity-driven approach to filling customer orders? BTW…the example in this video created a $696,000 loss for the manufacturer!!!

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