Just landed in Sofia, Bulgaria for a leadership presentation for Piraeus Bank, one of Europe's most respected financial institutions. Before we landed, the Bulgaria Air flight attendant thanked passengers for our business, gave us a giant smile and handed each one of us 2 bags. In the first one was a travel candle that we can use to make our room feel more like home. In the other was a bottle of Bulgarian red wine.

To win in business in these turbulent times, delivering only what's expected is the price of admission. To grow market share, gain more loyalty and to build your brand you need to go well beyond the extra mile. You need to wow your customers. You absolutely must deliver unexpected value.

Today, think like a customer, for just a few moments. And then commit to ways of thinking, feeling and behaving that will deliver more to your customers than they have any right to expect.


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