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…
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…
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. from Stanford in the history of ideas and creativity), offered…
It’s Not What You Value | Team Member and Customer Experience Value
I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers. The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what creates value for their business to what creates value for their customers. According to the authors,…
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,…
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
This is the second post in a series titled “Team Member and Customer Experience Value.” This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creation and exchange. Today, I’ll focus on the distinction between “price” and “value.” In a 2008…
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…
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Racecar driver Mario Andretti once said that “if everything seems under control you are not going fast enough.” His words are appropriate for automobile racing and apply to customer experience delivery as well. Tidio recently conducted a study of more than 1,000 online shoppers and confirmed a trend regarding the importance of delivery speed. Specifically,…
Stronger Through Adversity | Put Your Mask On First
Thank you for joining me for this series titled “Stronger Through Adversity.” This series highlights key takeaways from my upcoming book of the same name. That book is based on conversations and work with more than 140 global leaders. This installment is titled “Put Your Mask On First.” Leading through the pandemic has been an adventure. According…
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series. In my last post, I focused on creating, at minimum, two customer journeys –…
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