Overpromising and underdelivering is the current customer experience around the world right now. No matter the industry, the product or the service, the customer experience is less than favorable. According to Gallup, when customers are actively disengaged and don’t believe you deliver on your promises, the result is a 19% decline in business outcomes, on average.

The crisis that is evolving from the Covid-19 pandemic is having an impact on where and how you and your employees will work.

These are uncertain times and there is little control as people around the world work to get control of this pandemic. While the medical teams are working to harness the Covid-19 virus, it is important that we as leaders of ourselves and others take control of what we can control.