It’s Emotional – Listen to the Feelings Behind the Words
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 prospects and customers. A couple of installments back I talked about…
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
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 to lessons from the most challenging week of my career (and…
Experiencing Collaboration The Airbnb Way
Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released! The journey for this book began…
Optimal Customer Visioning [Infographic]
Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only see the current state of their customer experience and their initiatives to drive incremental…
Lessons from South African Entrepreneurs [Infographic]
As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I realize the importance of accessing thought leaders who can help me with my business and…
Customer Experience Lessons from South African Informal Townships [Infographic]
This is the second in a three-part series on customer experience lessons I learned from a recent South African trip. Last week, I shared insights gained from the African bush and this installment will feature the truths that emerged from time spent at an informal settlement. While doing a public event in Johannesburg, I met…
Customer Experience Lessons from the African Bush
Every morning I wake up with deep gratitude for the blessings in my life. In the past ten days, for example, I had the extreme honor of working with entrepreneurs in South Africa who are seeking to deliver branded customer experiences that will give their businesses a competitive advantage. Across three days of presentations, I…
Your Customer is Flawed but So Are YOU | The Gentle Side of Cognitive Bias
Dan Ariely, Professor of Psychology and Behavioral Economics at Duke University and author of the book Predictably Irrational is one of the premier experts on the mental glitches we all share. Dan describes these glitches or cognitive biases as “systematic (non-random) errors in thinking” which depart from a logical course of action. In other words,…
When the Customer Experience Goes Awry [Differentiation Through Service Recovery]
Forgive me for sounding braggadocious, but I AM PERFECTLY IMPERFECT! But then again so are you and so is your business. Unfortunately, some leaders either don’t know they are imperfect, or they seek to fool consumers into thinking their businesses are flawless. In those environments, team members read the invisible handwriting on the wall and…
Customer Experience Research {Infographic}
I was fortunate to be an early adopter of Salesforce’s customer success solutions. It’s not my nature to be the first in the water when it comes to technology, but I was eager to shift from a clunky and expensive CRM to the Salesforce cloud. Through the years, I’ve also been blessed to present on behalf…
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