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In ‘How Wawa became a success’, Anthony Wood provides an interesting example of how Wawa transformed itself from a Delaware County milk-delivery business to the third largest convenience store chain in the Northeast. Selling coffee may not seem like a fundamental change in strategy but it led the way to other prepared foods, accelerating the transformation into what we now call convenience stores. Nice post, I think that Strategy discussions should be held on a consistent basis, with occasional triggers for emergency events (market issues, competitive announcements, etc). If we build a strategy management into the management process we stand a much better chance to create the discussions that will lead to changes in strategy on the fly. My only concern is that if we open the door to the strategy development cycle, we risk strategy paralysis where we want to continue to gather more and more information. I would like to add to the overall view and Michael’s comment on the risk of strategy paralysis that current thinking needs to change.
For more information on the leaders role in implementation, check out my my new book Beyond Strategy – The Leader’s Role in Successful Implementation, John Wiley & Sons. I address how the staggering failure of leaders to deliver on the strategy promises has led implementation to becoming an integral part of strategy discussions, in the last few years. Enter your email address to subscribe to this blog and receive notifications of new posts by email. Customer service is no longer simply the “complaint department,” replacing or refunding merchandise. Looking closely at the top brands, I’ve distilled 10 strategies for creating world class customer service.
In the digital economy, consumers can find and compare the products and services they want with the click of a mouse or the tap of an app. Developing Leaders in Business and in LifeLeadership Speaker Mark Sanborn, CSP, CPAE, is president of Sanborn & Associates, Inc., an idea studio dedicated to developing leaders in business and in life. Leadership Lessons NewsletterSubscribe today to Leadership Lessons by Mark Sanborn to receive Mark's insight and opinion on the state of today's leadership. Training For Success marketing and sales development programs are designed for specific industries and tailored to meet your organization's specific goals, style and objectives. We offer individual marketing and sales strategy coaching as well as customized training programs devoted to a variety of marketing topics. While it’s true that no one should be able to choose targets after the actual values for KPIs have been measured, execution should in fact influence strategy. They extend extraordinary amount of energy coming up with strategic objectives and associated key performance indicators, they codify it in a strategy map and detail it in a strategic plan.


While the original Wawa stores focused on grocery store staples and had butcher counters, the Wawa convenience stores which emphasized prepared foods were exempt from the old Pennsylvania blue laws that prevented most businesses from operating on Sunday.
Yes the strategy is critical but it must be executed and the time to start is once you have the core principals in place BECAUSE – STRATEGY IMPLEMENTATION NEVER GOES ACCORDING TO PLAN.
You must keep your eye on the implementation and ensure the right actions and behaviors are being taken. Hire greatness – Delivering great customer service starts with hiring for customer service greatness. Educate and entertain – A key part of serving customers is educating and entertaining them.
Ask for input and feedback from customers  – The best source of information on the customer experience is, of course, the customer.
Aim higher than your competition – Go for the gold standard in trying to deliver for your customers. They have a wide range of vendors and buying channels to choose from – they hold all of the cards.
Mark is an international bestselling author and noted expert on leadership, team building, customer service and change. In addition to his work as a business educator and author, Mark continues to be an active leadership practitioner. Mark is an international bestselling author and noted authority on leadership, team building, customer service and change. In addition, each program incorporates the skills and tools utilized by your top achievers. But after rolling it out to the company, they don’t revisit it again until the following year. Vic Russo, currently a regional manager and 35 years ago the general manager of the second Wawa store, brought in a percolator to make coffee for the staff. One common thread shared by the leadership of companies like Apple, Google, Amazon, Disney, and Southwest Airlines is an appreciation for the customer experience.
It’s an understanding that success is based on providing a customer experience so satisfying that it creates “brand evangelists,” consumers who sing the praises of your business to their peers. Enterprise Rent-a-Car has built itself into the largest rental car company in the United States based on their customer service.
Southwest Airlines encourages its employees to use their creativity and humor when working with customers.


Representatives must have a thorough knowledge of your offerings and of all the tools available to them to serve customers.
That’s good, but we should also calculate the cost of complacency, of not taking any risks. After customers started asking to buy coffee, Vic’s incremental sales had a big enough impact on the cash register that headquarters noticed. Flight attendants might sing or joke their way through pre-flight instructions or status reports.
Larry Page of Google once said “Our goal is to organize the world’s information and make it universally accessible,” not just to draw page views to a website. Domino’s Pizza recently ran a series of ads that admitted that their service sometimes failed to meet expectations and that they were working to get better. Consumer satisfaction is a moving target – you may need to step out of your comfort zone to meet it. When Safeway employees are asked the whereabouts of a grocery item, they are instructed to stop what they are doing and escort the customer directly to that item. In a world where you people can  buy say, shoes, from any number of sellers for the same price and terms, they will choose the one that offers the best service.
Especially in a time when consumers have more buying choices than ever, great customer service adds value and differentiates brands from their competition.
The key skills they hire for are: passion for customer care, flexibility, work ethic, eagerness, self-motivation, persuasive ability, communication skills, and leadership. Beyond initial training, leaders and staff should continually review the customer experience and how to improve it. That’s how they differentiate themselves from low-cost big-box stores where service is minimal.
And if the service is great, and continues after sale, not only will those customers continue to buy from you, but they’ll become brand evangelists, advertising for you by word of mouth. Nordstrom gives its employees one rule for customer service: “use your best judgment at all times” to satisfy the customer.
But that risk is outweighed by thousands of satisfied customers and a reputation for legendary service.



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