Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the third post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. For two weeks, I’ve focused on innovation tips from the classic book A Whack on the Side of the Head by Roger von Oech. I’ll finish sharing insights from that book this week and move on…
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,…
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,…
The Gifts of the Pandemic | Stronger Through Customer Experience Elevation
“My humanity is bound up in yours, for we can only be human together.” Those are the words of civil rights leader Desmond Tutu. This is the final post in a series titled The Gifts of the Pandemic. If you’ve followed this series, you know we’ve been exploring gifts or teachable moments from the pandemic,…
The Gifts of the Pandemic | Stronger Through Empathy
This is the third post in my series titled, The Gifts of the Pandemic. Smash your thumb with a hammer and those around you will feel your pain. COVID-19 was the hammer, and we all watched the pain it brought to those around us. For those who missed the first couple of posts, this series…
The Gifts of the Pandemic | Stronger Through Humility & Vulnerability
This is the second post in my new series The Gifts of the Pandemic. I am an imposter but so are you. Fortunately, thanks to COVID-19, I am less of an imposter than I was in 2019. I set-up this series by suggesting that it would be tragic not to glean lessons from our shared…
The Gifts of the Pandemic | Stronger Through Learning
This is the first in my new series, The Gifts of the Pandemic. I see it in the eyes of those who videoconference with me. I hear the pained tone in clients voices when they say words like “new normal.” Here’s a question for you, if you could, would you go back to the way…
Three Ways to Lead with Light
Quite frankly these days I’m just trying to get through the darkness of our time. In 1650, the English Theologian Thomas Fuller wrote that often-quoted line, “The darkest hour is just before the dawn.” For me, when it’s darkest, when I am horrified by nightly death tolls, or righteousness that prompts inexplicable violence, I look…
Stronger Through Adversity Spotlight on Chris Recinos
As I mentioned in last week’s post, my book Stronger Through Adversity will launch next week – on December 22nd. It will be my Christmas gift to myself, and hopefully, it will create value for others as well. Throughout December, I’m sharing a few excerpts from the book to offer stories and lessons on resilience…
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