Bicyclists. They get in the way. They are unpredictable. They are just obstacles to get around. Right now, you are reading this thinking I am a jerk for thinking such things. How can this guy be so insensitive? Bicyclists aren’t so bad, they’re allowed the road like anyone else. But when you’re behind one and … Continue reading How seeing people differently can change everything.
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Don’t beg for scores, earn them.
“’PLEASE GIVE ME TOP SCORES’ is the fourth most annoying interaction customers have with companies…” This quote is from Jeanne Bliss’s book Would You Do That To Your Mother? Survey begging. I feel certain most of you have experienced it at some point. In simplest terms, survey begging is when employees of a business ask … Continue reading Don’t beg for scores, earn them.
Are you delivering value? If not, what the hell are you doing?
A couple of years ago, I was visiting with a colleague and we were discussing something with someone remote. I had to send this remote person an image on a laptop screen. To do this, I went about an arduous process involving copying the screen image to a graphics app and then cutting the image … Continue reading Are you delivering value? If not, what the hell are you doing?
Excellence
I didn't write this post, Seth Godin did, but it resonated with me so I'm reposting it. It's almost a poem, and it is spot on as far as what's necessary for pursuing excellence. Ponder this, make a plan, take action! Excellence by Seth Godin If you knew, and you could see the world through … Continue reading Excellence
Are you clear or cOnfUSinG? Here’s a way to straighten that out.
When customers or employees are unengaged or confused, it can largely be because you haven’t answered some simple questions they may have. You may think you have, but for whatever reason, they didn’t get it. Answering questions can be more difficult than you think. What we might think answers the question might seem clear but … Continue reading Are you clear or cOnfUSinG? Here’s a way to straighten that out.
If you want to be customer centric, you have to take their walk.
The Lucile Packard Children's Hospital in Palo Alto, CA is redefining customer centricity. The entire hospital experience is viewed from a child's perspective, a sick child’s perspective. Think for a moment, if you were one of these kids, afraid and in pain, what’s something you’d want? You’d probably want to be distracted from all the … Continue reading If you want to be customer centric, you have to take their walk.
What’s your purpose, gaining or giving?
A compelling, noble purpose gives work meaning. With purpose comes energy, passion, and motivation to get out of bed in the morning. And over the long haul of a career, it is an absolute necessity if we want workplaces that don’t become prisons where people drag in on Monday and run out on Friday. A … Continue reading What’s your purpose, gaining or giving?
Journey maps are good but teaching a way to think might be better.
We hear a lot about customer journey mapping these days, and, at risk of irritating many of my friends in the customer experience industry, I have to admit I’ve grown tired of it taking over so much of the customer experience discussion. If you listen to much of the dialogue, you might think journey mapping … Continue reading Journey maps are good but teaching a way to think might be better.
The customer experience is more than you think and there’s an opportunity in considering that.
The customer experience. Is it just everything the customer experiences with your business or is it something more? I’m going to go with something more. Most businesses, at least the ones who are enlightened enough to understand and recognize it, see the customer experience only as the customer’s experience with their company. However, as customer … Continue reading The customer experience is more than you think and there’s an opportunity in considering that.
Machines or humans? Your choice.
Are you a person who likes to shop online or perhaps go to a store and never talk to anyone? Many people express these sentiments. They just want to get what they want without dealing with someone trying to sell them something or giving them what they think will be bad information. I get it. … Continue reading Machines or humans? Your choice.
Neal Woodson 