When I ask you whether your organization has a customer experience culture, how do you answer? If the answer is “Yes!” just what does your customer experience culture look like? Sound like? Deliver like? For starters, this phrase simply may pay lip service to the phrase: “customer experience.” In reality, there is no “culture” that… [Continue Reading]
How a Customer Experience Culture leverages Collaboration
Why Our Defining Moment is not all about Our Backstory
We all have a defining moment somewhere in our personal and professional DNA. However, how many of us understand how to capture and articulate it? Our defining moments combine our words, actions and values into something valuable, tangible and compelling. Yet often, they are so subtle and completely natural, that we take them for granted…. [Continue Reading]
Professional Intimidation and Us versus Them Mindset
All of us experience professional intimidation during the course of our careers. And, some of us continuously experience this type of workplace intimidation. Why is that? Ultimately, Yesterday’s business models tend to reinforce departmental silos and Us versus Them mindset. Often, these old school business models allow the folks with the most degrees, education and… [Continue Reading]
Is Professional Overthink part of Your Professional Toolkit?
Professional overthink causes us to think too long, and too hard, about solving problems (and other things). Which isn’t necessarily a bad thing. Especially if you are a professional who does not think things through, thoroughly, when problem-solving. Perhaps you should start thinking longer, and harder? So, are you a professional overthinker? Me, too. After… [Continue Reading]
Innovative Collaboration Cultures evolve Customer Experience
Creating innovative collaboration cultures is an evolutionary process. These types of cultures are catalyzed and co-created by the quality and duration of customer experiences. OK. This is a Big Idea. That is why you read this blog. And, as we always do, let’s think about it. Together. Shall we? Regardless of the size of your… [Continue Reading]
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