Customers Shape Your Success

August 31, 2015

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In a Wall Street Journal blog post, What Your CEO Is Reading: Pepsi Embraces Design Thinking, Pepsi CEO Indra Nooyi offers:

“In the past, user experience wasn’t part of our lexicon. Focusing on crunch, taste, and everything else now pushes up to rethink shape, packaging, form, and function,” she says. “We’re forcing the design thinking way back into the supply chain.”

Why isn’t every company–regardless of size–actively seeking feedback about customer experience?

Photo Credit: Efexio

Thought for the week:

 “You are not a team because you work together. You are a team because you trust, respect and care for each other.” @ValaAfshar on Twitter

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What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Criticality of Innovation

August 24, 2015

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People diagnosed with certain serious medical maladies today are lucky that they didn’t weren’t diagnosed 5, 10 pr 20 years ago. Why? Innovation.

Constant innovation in medicine promotes better patient outcomes than were possible 5, 10 or 20 years ago.

Constant innovation means

  • Not settling for treatments that have a certain efficacy today.
  • Reducing the cost and healing time associated with treatments.

It’s also important to consider that some patient outcomes can be positively influenced by treatments outside what is often referred to as “Western medicine.” These treatments are commonly referred to as “alternative medicine.” Every course of treatment is really an alternative if you think about it that way.

Is your company driving innovation to improve customer outcomes? Or, are you focused on preserving the status quo while a more agile competitor catches you flat-footed and takes your market share?

Thought for the week:

“I am not a product of my circumstances. I am a product of my decisions.” – Stephen Covey
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What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Attracting New Customers

August 17, 2015

 

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I recently spoke with Dan Howard, a long-time friend and owner of DJ’s SCUBA Locker in the greater Chicago area. We met during a dive trip to Honduras back in the 1990’s. Dan’s business is thriving to the point he’s been able to leave the corporate world and focus on growing his SCUBA diving business.

While many SCUBA shops have failed in recent years as disposable income has dropped, Dan has focused not only on consumers but municipal entities that need support. He’s now the “go-to” guy in the Chicago area and is expanding his reach geographically. It’s what happens naturally when you are the “go-to” guy.

His competitors are continually grousing that “Dan took away my customers.” Really? Perhaps they gave them away.

Why don’t his competitors look at this appropriately: they couldn’t offer the service and value Dan’s customers wanted. They didn’t listen enough and take action to ensure they were the “go-to” SCUBA service center.

Word of mouth is powerful–I’m certain many are now Dan’s customers because of the strong endorsements he gets.

If you provide great service and a great customer experience, you, too, can be the “go-to” business like Dan and his wife, Cindy.

A Recent Blog Post You Might Enjoy

How To Take Stress Out Of Your Air Travel

Thought for the week:

“Nothing is more tiring than the task that is never started.” – Gretchen Rubin (@gretchenrubin)
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What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Kim Chambers Amazing Marathon Swim

August 10, 2015

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The accomplishment of Kim Chambers is extraordinary. Here are some excerpts from a story in SFGate.com:

But in the world of extreme marathon swimming, the 30 miles of shark-infested waters between the Farallon Islands and San Francisco is the most difficult stretch to cross. Until today, only four people, all of them men, have accomplished this swim.

Kim Chambers made history this afternoon as the first woman to swim from the Farallones to San Francisco, reaching the Golden Gate Bridge in 17 hours and 12 minutes.

The 38-year-old San Francisco resident took a boat to the Farallones on Friday night and dove into the Pacific Ocean at 11:30 p.m., wearing only a swimsuit.

The sharks mentioned are Great White sharks. I don’t know how she was able to stave off hypothermia or overcome the concern about these great ocean predators. This is an incredible accomplishment.

Kim’s accomplishment is certainly a testament to the power of intention and training. And for that reason, I enter Kim in my Business Execution Hall of Fame.

Thought for the week:

“I’ve found that luck is quite predictable. If you want more luck, take more chances. Be more active. Show up more often.” – Brian Tracy

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What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Lessons From Billy’s Boston Chowder House

July 20, 2015

Billy's Boston Chowder House

My wife and I only recently learned of a restaurant in Los Gatos when a restaurant closed and our usual waitress told us she was going to work there. Last night, we tried it: Billy’s Boston Chowder House in Los Gatos, California. It’s only 3,283 miles from Boston (as they proudly proclaim)!

We really didn’t know what to expect. It appeared the owner may have come from Boston due to memorabilia on the walls. Frankly, that had me a tad bit concerned as a lot of restaurants in Massachusetts are pretty mediocre: too heavy and so so taste. That can’t be said of Billy’s!

My wife had sand dabs. I had a cup of New England clam chowder and fish and chips–a true test. We were wowed by the food, the service and the owner, Bill Reynolds. This former tech executive opened his restaurant 4 years ago. And, he’s nailed it with incredible attention to detail and superior execution.

Bill is following his new passion with great abandon. He’s got a great team that works seamlessly. You could see his cooks smiling and laughing in a hot kitchen as they carefully prepared their guests meals.

We can’t wait to go back. Billy’s Boston Chowder House is a great testament to the Pine & Gillmore book, The Experience Economy. Great food, great service in an inviting environment.

Your test is to provide great products and services as well as great customer service to make your customers want to come back again and again. How do your customers rate your business?

Thought for the week:

“Life should not be a journey to the grave with the intention of arriving safely in an attractive and well-preserved body but rather to skid in sideways, chocolate in one hand, wine in the other, body thoroughly used up, totally worn out and screaming ‘WHO HOO, what a ride!’” – Sign in store in Pacific Grove, California
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What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Too Much Ouzo?

July 12, 2015

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Greece had a referendum a week ago and voted “no” to accepting the terms of financial bailout from the European Union. The “no” vote stems from nationalistic pride, not common sense.

While the Greeks were momentarily happy for “standing up to the EU,” Greece now needs to negotiate a bailout that resembles what the Greeks voted against. Huh?

What we have witnessed can only be deemed a Greek government leadership failure that has brought Greece to a state of financial insolvency. The Greek government has failed to lead.We now know how not to lead.

Too many departments and organization fall victim to not leading. Don’t let this happen to you.

Photo Credit: Dennis Jarvis on Flickr

Thought for the week:

“Do what you can, with what you have, where you are.” – Theodore Roosevelt

What do you think? I welcome your comments!
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Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


Trump & Brand Destruction

July 6, 2015

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Donald Trump joined the GOP presidential race and immediately has shown he’s a force to be reckoned with. What he didn’t anticipate was that his braggadocio would be his undoing and is undermining his presidential pursuits and the GOP.

Some in the GOP may like his “telling it like it is.” When he characterized Hispanics inappropriately, I was appalled–I wasn’t alone. From the Washington Post article Donald Trump is on the rise–that’s very bad news for the GOP:

Latinos are paying attention to what he’s saying, and it can’t help but taint his fellow Republicans. As you might recall, in his announcement speech, Trump basically called every Mexican immigrant in the United States a low-life. “When Mexico sends its people, they’re not sending their best,” he said. “They’re sending people that have lots of problems, and they’re bringing those problems with us. They’re bringing drugs. They’re bringing crime. They’re rapists. And some, I assume, are good people.” In response, Univision pulled out of broadcasting the Miss Universe pageant, which Trump co-owns, and NBC dropped him as well. In Mexico, people are making Trump piñatas.

In pandering to the GOP, Trump is guilty of generalizing the specifics of a few to an entire ethnic group. Since he offered his despicable words, he has lost his show “The Apprentice” and been dropped by Macy’s, NASCAR, and other groups not wanting to see their brands associated with the Trump name. Good for them!

Companies need to diligently protect their brands. What are people saying about your brand? Does the commentary about your brand align with your aspirations? If there are gaps, what are you doing about it?

Thought for the week:

“Life is 10% what happens to you and 90% how you react to it.” – Charles R. Swindoll
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What do you think? I welcome your comments!
___

Dave Gardner, Gardner & Associates Consulting http://www.gardnerandassoc.com

© 2015 Gardner & Associates Consulting  All Rights Reserved

Note:  This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here.  I would very much appreciate your suggesting to others that they subscribe.

Privacy Statement:  Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.


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