Ivy Mathieu from Cox Communications shared her favorite question with me some time ago. "How do we WOW this customer?"

What a terrific question for leaders to ask each time they are part of a conversation that focuses on a customer. Leaders who ask this question do two things. First, they make it perfectly clear that the customer is at the center of their concerns. Businesses that have leaders who do not display passion for their customers - big or small - are in trouble. Second, leaders who ask this question remind everyone that satisfying a customer isn't enough. Wowing a customer is a much more interesting target.