I suspect you may be at least a little like me. I like spontaneity, but only on my terms. I’m a fan of agendas, plans, and being confident that my position on an issue is well informed.
Then came COVID-19, a sub-microscopic infectious agent, roughly 1/1000 the width of a human hair. I am lucky to date in that the virus has not rendered me or those I love ill, hospitalized, or worse. But it, along with the death of George Floyd, sent orderliness, planning, and knowledge certainty whirling. Those events probably did the same for you, your team members, and your customers.
It sounds strange, but I am starting to find value in discomfort and uncertainty.
Practicing Otherness in a Selfish World
A Loyalty Program Doesn’t Loyalty Make – Repeat Business Is NOT The Grand Prize
5 Things You Absolutely Must Do To be Customer-Centric
You Want to Deliver an Experience that Attracts and Delights Your Customers - So Don‘t Do This!
Redesigning Process Improvement in the Age of AI & the Customer
Social Media Influencers and Your Customer Experience
Starbucks Store Closings for Training: Déjà vu and You
Starbucks, Challenges and Opportunities in Philadelphia
Waiting for Your Email: For the Good of Humanity, Please Reply
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.
My crystal ball says winning experiences will deliver
Goodbye Toys “R” Us and Hello Your Sustainability
Starbucks: Greatness Personified/Excellence Diversified – What About You?
Strategic Positioning | Is Your Customer Experience Agile Enough?
Everyone Has a Platform: Are You Training For that Reality?
Customer Centricity is MORE than Customer Experience
The Robots are Here and There is Fear
Customer Experience Lessons from Television Advertising’s Biggest Day In America
Go Human, Go Methodical but Above All Else GO for VALUE
Empathic Design – As Close to the Holy Grail as You Can Get
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