Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and the wisdom of the ages, to cope with uncertainty like none…
VUCA, Coronavirus, and Tools for Human Experience Leadership [Infographic]
For years now, I have been equating leadership with managing in a VUCA world. During my work on training development at Mercedes-Benz, the company established a cadence of leadership training modules that focused on managing volatility, uncertainty, complexity, and ambiguity by first leading oneself, then leading teams, and finally leading the organization. If my team…
VUCA, Coronavirus, and Tools for Human Experience Leadership
For years now, I have been equating leadership with managing in a VUCA world. While the acronym VUCA has origins in Warren Bennis and Burt Nanus’ 1985 book titled Leaders – The Strategies for Taking Charge, the first use of the acronym occurred a couple of years later in Army War College documents. As you likely…
Listening and Leading Customer Experience in Uncertain Times [Infographic]
I’m in the throes of difficult planning sessions with clients as they seek to communicate with and ready themselves to care for their team members and customers in a time of heightened uncertainty associated with the coronavirus. For some clients, these conversations revolve around possible disruptions in a supply chain; for others, it takes the…
The Changing World of Customer Experience [Infographic]
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this…
Are Customers Getting Smarter than Business Leaders? [Infographic]
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts from research conducted in 2013. The study’s authors conclude business leaders are having a difficult…
The Art and Heart of Successful Human Experience Training [Infographic]
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. The “Surprisingly Kind” movement is an effort to increase service…
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
If you are one of those amazing people who read last week’s post and reached out in support of our Surprisingly Kind movement – Thank You! If you missed that post, you’ll get the gist soon – as I build on the surprisingly kind theme. Quite frequently, my team and I are asked to develop…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
