Why Customer Experience Equals Open Mindset | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the fourth post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. To date in the series, I have gently borrowed concepts from Roger von Oech’s classic book A Whack on the Side of the Head and repurposed his thought leadership for modern customer experience applications. This week I’ll quickly run through Dr.…
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,…
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,…
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…
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,…
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…
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