Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made…only to be disrupted. There was a brief moment in time when it felt like we were planning for a post-pandemic future, only to find it continues to be our present. I’ve said it before and will …
COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One. Read More »
How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a …
Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. The Covid era means some leaders are even more resistant to the idea of investing …
How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers Read More »
Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. While some workers are happy with remote work, many had been very pleased to be anchored to …
How to Revise Employee Experience for Social Distancing Read More »
Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: …
How to Build & Maintain Customer Trust During Covid-19 Read More »
Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers have with your brand, built on every interaction and emotion along the way. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. It’s …
Why Offering Virtual Learning is Crucial, But Not Enough Read More »
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic. “Their people just …
Keeping a Customer-Centric Culture During Social Distancing Read More »
Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this. And right now your customers are looking to you for exactly how they can get through this, too. …
It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience …
We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has …
