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.
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
One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights
Technology – Panacea or Tool?
Supercharge Your Business by Letting Go
Retail Armageddon, Chupacabra, and Other Myths
Experiential Lessons for the Christmas Season: Going Beyond the Presents
Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media
Complexly Simple – Success Can Breed Mediocracy
Please Ask My Opinion BUT NOT TOO MUCH
Want a Free Franchise? A Hypothetical with Real-World Implications
What’s Your Signature?
Gratitude is a Customer Experience Differentiator
Small is the New Big: Customer Experience Excellence One Opportunity at a Time
“Where Has All The Loyalty Gone? – Long Time Passing”
Lead People Not Technology: Interacting to Succeed
Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success
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