Better Than Normal | The Purposeful New Days

This is the second installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. https://youtu.be/mLqrWjIq_UY To be honest, I have been busier than...

Better Than Normal – The Good New Days

This is the first installment in a series titled "Better Than Normal - Designing Transformative Experiences," which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. https://youtu.be/bjcMt3xmfDI I don't know about you, but I am...

It’s Emotional – Finding Comfort in Uncertainty

This is the 6th and final installment in the series, "It's Emotional – Creating an Unprecedented Team and Customer Experience." This series of short presentations offer tools to help you manage your emotions and to support the emotional journey of your team, prospects, and customers. https://youtu.be/wKvS5SeKoQE...

It’s Emotional – Now is the Time to Design

https://youtu.be/a3SKFh4M0n8 Let's face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight. If, before COVID -19, you sold flowers in a traditional retail store, suddenly; you had to find a way to take your entire business...

It’s Emotional – Flip the Feeling

https://youtu.be/hu92WRNsMS8 This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early...

It’s Emotional – Listen to the Feelings Behind the Words

https://youtu.be/LGJ98lyNIyw Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your...

It’s Emotional – Honor the Fear

https://youtu.be/KBf3rpIRu3M This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. There are days in...

It’s Emotional – Focus on the Hole

https://youtu.be/NlAr2Y-FSdE This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. This week’s installment...

Break the Glass – The ABCs of Customer Experience During COVID-19

https://youtu.be/e4Hb9fTlkxw This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions...

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...

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article