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 shared his findings in a book titled Learning Agility, which…
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 model of learning agility. Professor Burke is an organizational psychologist…
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 focus on three more thinking processes that interfere with our…
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. The book is a rich resource on what drives customer…
Find the Value in the Data | Team Member and Customer Experience Value
Zeuss Karravala, a principal analyst at ZK Research, shared results from a recent study his company conducted which showed “two-thirds of millennials admitted to changing loyalties to a brand because of a single bad experience.” Zeuss also noted the importance of data analytics and swift action involved in delivering customer experience value in a post-pandemic world. Zeuss…
Think Efficiency and Effectiveness | Team Member and Customer Experience Value
This is the third post in a series titled “Team Member and Customer Experience Value.” Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable than its inputs. This is the basis of efficiency and productivity.” In my recently released book Stronger Through Adversity,…
What’s Value Got to Do With It | Team Member and Customer Experience Value
How do you create value for team members and customers? This is the first post in a series titled “Team Member and Customer Experience Value.” In my recently released book titled Stronger Through Adversity, I wrote that “at its core, business is simple. Success involves six components of value creation and exchange: 1. Explore value: Understand…
Make it Simpler & Less Cluttered
According to retired four-star general Colin Powell, “Great leaders are almost always great simplifiers, who can cut through argument, debate, and doubt to offer a solution everybody can understand.” I would argue extraordinary customer experience brands are also great simplifiers. This is the fifth and final post in a series titled “How to Deliver Memorable Experiences in…
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
“Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory.” Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. A summary article on emotions and memory written for Psychology World notes: “Emotionally…
Stronger Through Adversity | Formally Listen Beyond the Words
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. In my last post, I outlined how leaders who participated in the book reported enhanced formal and informal listening for all…
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