It’s Emotional – Focus on the Hole
This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. This week’s installment is titled Focus on the Hole. I take exception with the…
Break the Glass – Be Surprisingly Kind
This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being surprisingly kind. I was fortunate to be raised by a dad, who routinely mowed neighbor’s lawns every time…
Break the Glass – Set Expectations
Thanks for joining me for the third installment in my series titled Break the Glass, where we’re looking at ways to take constructive action in these unprecedented times. This week we’ll explore the importance of setting expectations for team members and customers alike. We’ll also link expectation setting to the third of the four key behaviors covered…
Break the Glass – Anticipate
This is the second in my series entitled Break the Glass. If you missed the first installment, at the end of this post, I will tell you how to locate it. Last week we talked about the first of four categories of constructive behaviors that this series will cover, namely listening to the needs and…
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…
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…
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…
Listening and Leading Customer Experience in Uncertain Times
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…
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…
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