A few years ago, I spoke to 800+ Broadway professionals during Hamilton's...

A few years ago, I spoke to 800+ Broadway professionals during Hamilton's record-breaking run.

One stark reality stood out: Only one in five Broadway shows actually made money.

As I interviewed both producers and theater-goers, I discovered a critical disconnect between what the industry thought customers valued versus what they actually wanted.

This "expectations gap" isn't unique to Broadway.

I see manufacturing companies focused on specifications when customers value reliability. I see tech firms highlighting features while users just want intuitive solutions.

In my latest video, I explain why understanding exactly how you make your customers' lives better is the foundation of everything else...

Quick test: Ask your leadership team to describe....without mentioning products or services...how your company improves customers' lives.

Then ask your customers the same question.

Do the answers match?

#CustomerExperience #BusinessStrategy #Leadership