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…
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,…
How to Deliver Memorable Internal and External Customer Experiences in a Pandemic and Post-Pandemic World | Let Them Buy Online
Brian Solis observed, “Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it.” Calling back to Brian Solis’ quote, do you believe your business is experiencing digital Darwinism – reflecting an expedited evolution of consumer behavior, COVID-19, and technology advances?…
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
Deepak Chopra once said that “All great changes are preceded by chaos.” Many of my clients ask what they need to do to engage team members and customers well-past the pandemic. While I have my hunches, I prefer to look at data on what people say they want from their employers and companies with whom…
Stronger Through Adversity | Bring Yourself to Work
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 Stronger Through Adversity, I play off the theme of “Bring your Son or Daughter to Work” day to emphasize the…
Stronger Through Adversity | Choose Words Wisely
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. If you’ve been following this series, you know the last three posts have been about communication (they were titled “Listen Beyond…
Stronger Through Adversity | Speak Truthfully
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 Stronger Through Adversity, I suggest that “Before the pandemic, it was not unusual for leaders to emphasize the positives and downplay…
Stronger Through Adversity | Seek Carefully
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. John Gerzema, the CEO of Harris Insights and Analytics, once observed, “Transparency, honesty, kindness, good stewardship, even humor, work in businesses…
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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