Stronger Through Adversity

There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success

In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book’s author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered…

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It’s Not What You Value | Team Member and Customer Experience Value

I’ve just previewed a recently released book titled Business Model Shifts – Six Ways to Create New Value for Customers. The authors who are associated with Business Model Inc. suggest that business leaders must shift their perspective from what creates value for their business to what creates value for their customers. According to the authors,…

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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,…

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It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value

This is the second post in a series titled “Team Member and Customer Experience Value.”  This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creation and exchange. Today, I’ll focus on the distinction between “price” and “value.” In a 2008…

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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…

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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…

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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,…

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Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World

“Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory.” Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. A summary article on emotions and memory written for Psychology World notes: “Emotionally…

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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?…

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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,…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article