Break the Glass – Be Surprisingly Kind

https://youtu.be/YhHhekdfY3E This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being surprisingly kind. I was fortunate to be...

Break the Glass – Set Expectations

https://youtu.be/M0vKTdSxey0 Thanks for joining me for the third installment in my series titled Break the Glass, where we're looking at ways to take constructive action in these unprecedented times. This week we'll explore the importance of setting expectations for team members and customers alike. We'll also link...

Break the Glass – Anticipate

https://youtu.be/e9yswij8LXc This is the second in my series entitled Break the Glass. If you missed the first installment, at the end of this post, I will tell you how to locate it. Last week we talked about the first of four categories of constructive behaviors...

Break the Glass – Listen

https://youtu.be/kjDvP9aw7U0 If you’re like me, these unusual days are starting to run together. As this health and economic crisis widens and endures, many of the business leaders reaching out to me are becoming increasingly anxious and, in some cases, immobilized. I don’t want that to...

Sharing Not Telling – Gratitude and Hope in Action

https://youtu.be/p1m7DRyvMus I started posting a weekly blog and podcast back in 2005 as I was writing my book, The Starbucks Experience. Since then, I’ve seldom missed a weekly post, which means I’ve produced roughly 780 podcasts and blogs throughout the years. All of my posts have...

Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous

https://youtu.be/HHTx1mRktoM As I start this blog, let’s take a collective breath. No really let’s pull the air in through our diaphragm, fill-up the lower lobes of our lungs, and continue that process into the upper lobes. Now let’s be thankful that we can! Ok, on...

Leadership and Life Lessons Learned In a Pandemic – My Offer of Service

https://youtu.be/RR6YtCx4XMY When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and...

VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]

For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty, complexity, and ambiguity by first leading oneself, then...

VUCA, Coronavirus, and Tools for Human Experience Leadership

For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of...

Listening and Leading Customer Experience in Uncertain Times [Infographic]

I'm in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible...

Listening and Leading Customer Experience in Uncertain Times

I'm in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible...

The Changing World of Customer Experience [Infographic]

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by...

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