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.
Transforming Optimism on Transformation
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru?
Revisiting Convenience – Lessons from H20
When The Customer Is Wrong – Should The Business Be Right?
The ABCs of PCT & Its Critical Role in Outstanding Customer Experiences
All Business is Personal – Consistency with a Twist
It’s Viral, It’s Video Storytelling – Live Visuals Rule
The Future of Customer Service: Human Intelligence (HI) or Artifical Intelligence (AI)
Are You Up for the Human/Tech Challenge?
Lessons for How to Swim in a Blue Ocean from the Girls Auto Clinic
Is Business a Game? Customer Experience Lessons from Gaming
Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
Customer Experience Excellence – The Science and the Craft
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