What do you need to know now? (About customer experience)

At a workshop on the weekend, several people suggested topics that I should write on. 
I thought I'd share this list with you, and see what you think.

The ideas list:

1. How to create a spirit of service among employees
2. How to gain / increase customers
3. How to improve sales and loyalty
4. How to train the customer
5. How to train and get results from front-line staff
6. How to get to an insight
7. How to motivate staff to give better customer service
8. Why must organizations ask for feedback and then ignore it
9. How to create + ensure customer satisfaction
10. How to create consistency in experience
11. Insights=Perspectives (Not sure I get this one, but I'm pondering it. Any thoughts?)

Is this the stuff you want to know? 
What would you add to this list?
What do you need right now to get through this day, this week, this month, this quarter?
Just to make this fun, I'll put all the responses into a hat and draw for a nice treat. Spam doesn't count, of course.

I'm off to speak at a conference in Chicago this week: the Symposium on Excellence in Qualitative Research. I'm speaking with a client about employment branding, a fascinating and growing requirements.

When I get back, I'm looking forward to hearing your thoughts on the list above. Seriously, comments would be welcome. If you hate the idea of posting a comment on the blog, send me an e-mail. susan[a]abbottresearch.com.