Yesterday I wrote about the importance of creating an experience for your customers. A few months ago, I experienced one such experience, first hand.

While speaking at an event in Oklahoma, I found myself with a free Sunday morning. I took the opportunity to visit a local church and much to my surprise I was greeted by a lobby full of donuts.

Time to Make the Donuts?Admittedly, it was hard to resist, but I managed not to take one. What I did take was an appreciation for an organization that dares to be different.

Unfortunately, we live in a sea of sameness where everyone tries to fit the mold. Are you guilty of going with the flow?

If you have a business, average is your enemy. People are looking for an experience. It is why they will pay five bucks for a cup of coffee at Starbucks and a few thousand dollars for an Apple computer.

In the Experience Economy, James Gilmore writes, “An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event.”

I encourage you to create a memorable experience for your customers today by daring to be different.

Maybe it’s time for you to make the donuts?

Leadership Begins at Home,


Can you think of a time when you paid more for something because of the experience?

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