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,…
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…
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?…
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 Gratitude
You just went out of your way for someone, and they didn’t even say thank you! What gives? This is my next to the last post in my series titled The Gifts of the Pandemic. So far in this series, we’ve looked at pandemic gifts or teachable moments that include: Learning Humility Empathy Adaptivity Purpose…
The Gifts of the Pandemic | Stronger Through Purpose
The indoor roller coaster ride, Space Mountain, at Disney World lasts 2 minutes and 30 seconds, plummeting riders into darkness and a heart-pounding adventure. Now imagine you strap into your Space Mountain ride, and it lasts more than two and 1/2 minutes. Imagine you’re still going for two and ½ hours, and you have no…
The Gifts of the Pandemic | Stronger Through Adaptivity
This is the fourth post in my series titled The Gifts of the Pandemic. One day they were making hockey masks. The next day Bauer was producing face shields for healthcare workers. One day Sonny’s BBQ served guests in-restaurant. The next day they were running an effective curbside pick-up operation. Bauer and Sonny’s BBQ are…
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…
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