May 19, 2025

Reasons Successful Businesses Give Customers Massive Goosebumps

Reasons Successful Businesses Give Customers Massive Goosebumps

What makes a business a success?
✔️ the brilliance of their strategy?
✔️ the vision of their leader?
✔️ their clever use of AI?
✔️ the number of MBA’s they have on their teams?
✔️ their productivity levels?
✔️ their deployment of all the latest efficiency technology?

No question that all of the above are contributing factors to success, but in my experience there is one simple characteristic that separates the average organization from the truly outstanding and unmatched one.

Special & extremely successful organizations have figured out ways to give their customers “goosebumps” during the engagement process!

It’s as simple as that, yet I know of few organizations that pay attention to this unbelievably impactful tactic.

Why do goosebumps lead to business success?

Because goosebumps happen when someone is overcome with the emotion they are FEELING in the moment.

They are surprised with what someone else has done for them.

They are overwhelmed with the kindness that has been shown to them by another human.

They are amazed with how much effort someone else has put into delivering what they expect.

They are left breathless because of the empathy shown by someone who is engaged with them.

Goosebumps show up when human caring and compassion are at play.

So what? I get goosebumps. How does that lead to business success?

Well, the “Goosebump-ee” is happy with the experience they’ve just witnessed.

They conclude you are an organization that is special and DiFFERENT from others in a crowd of plastic, superficial, product-flogging, indifferent and profit-centric pluralists.

They decide to continue to give you their money, AND they tell everyone they know how amazing you are, AND they give you gasp-worthy reviews.

The Goosebump-ee sells you to others. They are your best advocates to the marketplace.

Your Service Strategy should have one and ONLY one objective… to evoke goosebumps from the customer being served.

Some moves I made to achieve the goosebump outcome in every customer engagement:
✔️ recruit people who actually “love humans” and who are driven to take care of them.
✔️ reinvent your policies to enable the customer transaction and not control it.
✔️ track whether or not customers are dazzled with the serving experience they receive.
✔️ include the goosebump outcome in employee performance plans.
✔️ celebrate people who consistently evoke goosebumps from customers, and have an annual “Goose Award” for the person who is the champion.

Sounds crazy, right?

But I guarantee that if you implement the concept you will be well on your way to building a customer-obsessed culture with the loyalty benefits that go with it.

Cheers,
Roy
My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 5.19.25 at 06:00 am by Roy Osing
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April 7, 2025

How to Create a Heart-Led Business

How to Create a Heart-Led Business

(Heads up: This post is based on The Heart-Led Business Show podcast overview “Heart-Led Business Success: A Conversation with Roy Osing”.
I’m grateful to have been a guest on their show.)

In the latest episode of the Heart-Led Business Show, Tom Jackobs invites Roy Osing, a visionary leader known for transforming a startup into a billion-dollar enterprise.

The conversation delves into what it means to lead a business with heart, focusing on customer caring as a strategy for success.

Roy emphasizes the dual dimensions of a Heart-Led business: strategic and executional.

At its core, a Heart-Led approach prioritizes customer well-being as a strategic pathway to growth and profitability.
He warns against superficial aspirations that lack actionable follow-through, advocating for concrete steps that embed customer care into all business operations.

Roy shares unique insights from his career, demonstrating how focusing on customer experiences can create a competitive advantage.

He challenges traditional business norms by highlighting the importance of servant leadership and hiring for empathy—coining the term “hiring for goosebumps” to emphasize recruiting those who truly care about customer experiences.

Tom and Roy also discuss the common misconception that profit and heart-led leadership are mutually exclusive.

Roy insists that focusing on customer care naturally leads to business growth, stating that top-line revenue is a true indicator of customer satisfaction.

The conversation pivots to execution—Roy argues that many businesses fail because they spend too much time planning and not enough executing.

He champions a strategic micromanagement approach, where leaders actively engage in the nitty-gritty of business operations to drive strategy and ignite team commitment.

Roy’s approach flips the script on traditional business education, advocating for passion and emotional intelligence over pure logic to navigate rapid market changes.

He encourages business leaders to embrace simplicity in planning and prioritize execution, using customer cravings—not just needs—to drive innovation.

Tom underscores the episode’s takeaway: adopting a customer caring strategy is transformative.
By understanding and responding to customer cravings, businesses can differentiate themselves in crowded markets.

Whether you’re entrenched in the heart-led movement or seeking to integrate more compassion into your business strategy, Roy’s insights offer valuable guidance.

This episode of the Heart-Led Business Show is a must-listen for anyone aiming to intertwine purpose with profitability.

Cheers,
Roy
My podcast Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

• Posted 4.7.25 at 06:00 am by Roy Osing
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March 17, 2025

Empowering Employees to Delight Customers: A Strategic Approach

Empowering Employees to Delight Customers: A Strategic Approach

Many organizations shy away from employee empowerment, fearing chaos and rule-breaking. 
This fear stems from a misunderstanding of what true empowerment entails. 

Empowerment, strategically implemented, isn’t about unchecked freedom; it’s about providing employees with defined degrees of freedom to serve customers exceptionally well, directly supporting the organization’s strategic goals.

What Empowerment Is (and Isn’t)

Effective employee empowerment is a carefully planned initiative, not a haphazard approach. It’s about:

Targeted Flexibility — Bending the rules for specific customers in specific circumstances, not for everyone all the time.

This controlled rule-bending is a crucial element of a superior service strategy, fostering customer loyalty.

Defined Processes — Employees follow a predefined process with clear parameters and options, not making decisions solely on their immediate judgment.
This ensures consistency while still allowing for flexibility.

Selective Application — Empowerment is tailored to selected customers and situations, not applied universally.
This ensures resources are focused where they have the most impact.

Strategic Alignment — Empowered actions directly stem from the organization’s overall strategy, not spontaneous inventions.
This ensures all efforts contribute to the bigger picture.

Measurable Outcomes — The effectiveness of empowerment is rigorously tracked against pre-defined, measurable outcomes.
This ensures accountability and allows for continuous improvement.

Proactive, Not Reactive — Empowerment is a proactive initiative, integrated into daily operations, not a reactive response to problems.
This allows for proactive problem-solving and enhanced customer service.

Defined Boundaries
— Empowerment operates within a clearly defined “box” with established parameters and expected employee behaviors.
This provides structure and prevents abuse.

Creating an Empowerment Plan

To successfully empower employees, follow these steps:

Strategic Alignment

Carefully examine your Strategic Game Plan and identify critical areas where employee empowerment could significantly improve results. 
Consider areas like service recovery, new customer sign-up, or complex problem resolution.

Develop a Detailed Plan

Define:
— Target Customers: Which customer segments will benefit most from this initiative?

— “Empowerable” Activities: Which specific operational activities will employees be empowered to handle differently?

— Measurable Outcomes: What specific, quantifiable results do you expect (e.g., increased customer satisfaction scores, reduced churn rates, faster resolution times)?

— Employee Behaviors: What specific behaviors and processes must employees follow when exercising their empowerment?
Develop clear guidelines and training materials.

— Implementation and Monitoring:  Implement the plan and consistently monitor its effectiveness against the pre-defined metrics.
Regularly review and adjust the plan as needed.

— Recognize and Reward Success: Publicly acknowledge and reward employees who effectively utilize their empowerment, showcasing their successes as examples for others.

Sharing these stories reinforces the positive impact of empowerment and motivates further adoption.

By implementing a well-defined and strategically aligned empowerment plan, organizations can unlock the full potential of their employees, leading to breathtaking customer service and significant improvements in overall business performance.

The key is careful planning, clear communication, and consistent monitoring – transforming empowerment from a source of fear into a driver of exceptional customer experiences and business success.

Cheers,
Roy
My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 3.17.25 at 06:00 am by Roy Osing
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January 20, 2025

Are You A Remarkable Leader? Take The Truth Quiz!

Are You A Remarkable Leader? Take The Truth Quiz!

Every leader knows the pressure of growing their business and consistently performing at the highest level.

In today’s highly competitive markets, with ever-changing customer needs, how do you ensure your business strategy sets your organization apart from your hungry competitors and delivers the growth expected?

The answer might surprise you. Often, simple practical tools can provide powerful insights.

Throughout my 40+ years as a leader, I’ve developed practical methods that enabled us to grow an internet startup to A BILLION IN SALES, and have demonstrably helped many other businesses rise above the crowd.

Curious how you stack up?

Take my free quiz to assess how well your organization practices the “Audacious Unheard-of Ways” that were instrumental in creating an unbelievable growth machine that I had the good fortune to lead.

Are you making The Audacious Moves I made in Leadership, Business Planning, Marketing, Sales, Customer Service and in your Career?

Where is your organization on the “BE DiFFERENT or be dead” scale?

This quiz will help you answer that critical question.

By gauging your organization’s capabilities in each crucial category, you’ll gain valuable insights on how to separate yourself from the competition, thrive in the marketplace and build a rewarding career.

Ready to take the quiz and discover your path to unbelievable success?

Click here!

Cheers,
Roy
My Podcast Show My Podcast Show Audacious Moves to A BILLION shares the specific Moves I made to achieve jaw-dropping growth in an insanely competitive internet business.

”The Audacious Unheard of Ways I Took a Startup to A BILLION IN SALES” is the latest in my BE DiFFERENT or be dead Book Series.

• Posted 1.20.25 at 06:00 am by Roy Osing
• Permalink