Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you have one, you are likely on the way to losing it.
As you may know, I am about to release a book that I have been working on for the last couple of years titled The Airbnb Way (for a special pre-release offer click here and enter the code THANKS). As I’ve studied the drivers of Airbnb’s meteoric success (few companies can say they have gone from three air mattresses to an estimated value of 38 billion dollars in roughly ten years), I’ve become increasingly aware of the role a growth mindset plays in the company’s tireless journey to customer experience excellence.
A growth mindset should be demonstrated by leaders and nurtured throughout an organization. A growth mindset must be pursued with vigor and an awareness that growth orientation and customer orientation can be stronger tomorrow than they were today.
If you would like to discuss the growth of your company’s growth mindset, let’s set-up a time to talk. Simply reach out to me here.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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