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.
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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.
Stupid manager thinking. Is it infecting your business?
How effective would your company be if none of your employees showed up tomorrow? The answer is clear, it would be a disaster, yet so many companies treat employees like they are machines in a wheel rather than people whose labor, decisions, and ideas are vital to existence. Richard Branson puts it all in perspective… … Continue reading Stupid manager thinking. Is it infecting your business?
How can changing how you think about who’s on your team make you more successful?
You have probably heard of the Twelfth Man which, in an American football game, refers to the impact of the fans in attendance. Their cheering can inspire the home team to great heights while at the same time making noise that can play a part in undoing the visiting side. This is a great example … Continue reading How can changing how you think about who’s on your team make you more successful?
Book Review: Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers by Jeanne Bliss
Remember all those things your mom used to tell you, play nice, be polite, share, say please and thank you, and help clean up? If companies would just think back and practice a lot of those things, they would provide incomparable customer service. Well, this is the idea behind Jeanne Bliss’s new book, Would You … Continue reading Book Review: Would You Do That to Your Mother?: The Make Mom Proud Standard for How to Treat Your Customers by Jeanne Bliss
A Lesson for Business from TV Networks
How do the TV networks gauge what they decide to provide for their customers, the viewers? It is simple, they listen to their customers. They regularly look at what their customers are watching and make changes based on the results. The system is relatively straightforward. Nielsen Media Research, the company that has become the de … Continue reading A Lesson for Business from TV Networks
Neal Woodson 