When organizations focus on what their customers will tell others, it opens performance to a new dimension. Suddenly, everyone from front-line employees to executives takes on a creative role that embraces exciting new ideas.

The lessons of improv comedy for businesses are to allow freedom to explore new areas that will make the connection with customers (or the audience). Instead of being restricted by what you perceive as rules, be open to where your customers want you to go. Be natural, but with a sense of play. Enjoy the freedom to say “yes…and” if the results are better for the customer.

In order to WOW customers, change your culture from supplier-focused to customer-focused. Thinking like a customer will make it clear to everyone what WOW means.

One simple transaction can build an incredible amount of trust. Redbox took a potentially one-dimensional problem report and turned it into a three-dimensional experience for its customer.

All companies have functional support activities which should be rules-driven and designed to reduce variation. Connecting with customers at the more advanced Levels 2 and 3 must be humanistic, designed to create fresh ideas for customers, and consequently requires more art.

When you go out to a show or another event, you expect a great performance. What makes you think your customers don't expect that from you every day? My wife and I enjoyed a 7-day cruise recently. Part of the entertainment consisted of performances by the Second City Comedy Group. In addition to rehearsed sketches, […]