Why Less is More When It Comes to Delighting Customers

This last Sunday I found myself at a popular Chinese restaurant in San Francisco, renown for their fried chicken wings. The customer experience is… um… strict. Prospective customers must sign up on a dry erase board and wait for their name to be called. Names are hurriedly called out by a hair-trigger host. If there’s no immediate response, he moves on (erasing the “no-show.”) If…

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Why Delegation is Necessary for Growth & Gain

Clinging to the known is easy and comfortable, but it’s not satisfying. In fact it’s boring. Growth and gain come from doing the things we don’t really have to do. They come from stretching ourselves—by embracing discomfort.  But we don’t need to cannonball into new challenges, just dipping a toe in will do. As our toe gets comfortable, we need to put the rest of…

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The Real Reason Customers Come Back (Again and Again and Again)

“I like cake. It makes my body happy!” — Zach, age 6 No one wants a slice of cake. Instead, we want how the cake makes us feel as it melts into our mouth and lights up our brain.  What do people really want when they go to a nice restaurant? Sensory appeal?Belonging? Companionship?Social status? What do people really want when they go to a…

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