How do you know if they are engaged? | Customer Experience IS Team Member Experience

This is the third post in a series titled "Customer Experience IS Team Member Experience." As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. In his research summary on EE, Professor Robert Frank addresses measurement by noting:...

Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience

This is the second post in a series titled "Customer Experience is the Result of Team Member Experience." Before I launch into an expansion of employee engagement research, I thought I'd share the real-world impact of employee disengagement and staff shortages. I recently spoke for a large...

What’s Science Got to Do with It? | Customer Experience IS Team Member Experience

This is the first post in a series titled "Customer Experience IS Team Member Experience." As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team...

Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success

This is the last post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. In my last couple of posts, I unpacked the first six skills outlined in Professor W. Warner Burke's research-based model of learning agility, namely: Flexibility Speed Experimenting...

Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success

This is the next to the last post in a series titled "Mindset & Agility – The Rocket Fuel for Customer Experience Success." In my last post, I started unpacking skills outlined in Professor W. Warner Burke's research-based model of learning agility. As you'll recall, Dr. Burke...

How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success

In my last post, I spotlighted social psychologist Carol Dweck's landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck's findings, let's dive into the first of three posts that unpack Dr. W. Warner Burke's...

Why Customer Experience Equals Open Mindset | Mindset & Agility – The Rocket Fuel for Customer Experience Success

This is the fourth post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. To date in the series, I have gently borrowed concepts from Roger von Oech’s classic book A Whack on the Side of the Head and repurposed his thought leadership for modern...

Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success

This is the third post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. For two weeks, I've focused on innovation tips from the classic book A Whack on the Side of the Head by Roger von Oech. I'll finish...

Embrace Ambiguity, Failure, and Fun | Mindset & Agility – The Rocket Fuel for Customer Experience Success

This is the second post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success.  Last week, we started picking mental locks outlined in Roger von Oech's classic book A Whack on the Side of the Head. This week we’ll...

There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book's author, Roger von Oech (who received his Ph.D....

World-Class CX Leaders | Zameer Kassam Fine Jewelry

Recently, I have been asked to highlight companies that demonstrate breakthrough customer experience (CX) innovation. So, before I launch into another series of posts, I'll highlight a world-class CX leader named Zameer Kassam Fine Jewelry. I won't go into great detail about Zameer Kassam since many...

Deliver 5 Levels of Value | Team Member and Customer Experience Value

Fairly early in my career, I was fortunate to happen upon customer value theories and research conducted by Professors Sheth, Newman, and Gross. In their book, Consumption Values and Market Choices – Theory and Application, these authors reviewed more than 200 studies on customer value....

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