Return on Experience – The Pot of Gold at the End of the CX Rainbow
Allow me to launch this new year with the Customer Experience (CX) wisdom of Harry Hynekamp. While working with Harry in his role as Director of Customer Experience for Mercedes-Benz USA, he noted: “If you think customer experience is a destination, you don’t understand the journey.” Since customer experience elevation (for internal and external customers)…
Make it Technology-Aided and Human-Powered: Deliver a Flourish of Humanity
Thank you for joining me for this series titled “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This is the final installment in this series. In my last post, I focused on creating, at minimum, two customer journeys –…
Make it Technology-Aided and Human-Powered: Compassion in Action
Thank you for joining me for the second installment in the series “Make it Technology-Aided and Human-Powered.” This series provides tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world. This installment is titled “Compassion in Action.” In my last post, I distinguished between compassion, empathy, and sympathy. I…
Better Than Normal | The Entrepreneurial New Days
This is the sixth and final installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. Have you ever wanted to have a business do-over? In golf, we call it a mulligan. It’s…
Better Than Normal | The Purposeful New Days
This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. To be honest, I have been busier than I’ve ever been before during the pandemic, but in those rare…
Break the Glass – The ABCs of Customer Experience During COVID-19
This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions play in customer experience delivery.) Sales trainers have long championed the…
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…
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…
Lessons from South African Entrepreneurs [Infographic]
As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally choose to participate in public or private events for entrepreneurs and small business owners. As a small business owner myself, I realize the importance of accessing thought leaders who can help me with my business and…
The Agility of Ownership – Lessons from South African Entrepreneurs
This is the 3rd and final installment in my series on customer experience lessons I gained from a recent trip to Africa. The first two blogs involved insights from the African Bush and from the informal townships. As you may know, I work predominantly as a consultant to senior leaders in Fortune 500 companies but occasionally…
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