Category: customer experience

  • Love Lessons in Customer Experience from Mr. Rogers

    Love Lessons in Customer Experience from Mr. Rogers

      “Our world hangs like a magnificent jewel in the vastness of space. Every one of us is a part of that jewel. A facet of that jewel. And in the perspective of infinity, our differences are infinitesimal. We are intimately related. May we never even pretend that we are not.”     This was part…

  • The Commercial Power of Story

    The Commercial Power of Story

        Story is the greatest tool we have to counter noise — we use it to filter what we see and hear, and organizations can use it to zero into what will make their customers' lives better. Our filters let only what we think or believe is important through. This drives what we notice.…

  • Habits, #Fail, and Speeding Tickets: The Value of Motivation

    Habits, #Fail, and Speeding Tickets: The Value of Motivation

    Motivation is how eager we are to take action. Someone else can also give us a reason to do something. It's a condition and it's an act. It's one of the most useful tools we have at our disposal. Pleasure, pain, hope, and/or fear ignite it. We can use several strategies to awaken intrinsic motivation.…

  • How we Choose and Differentiate Based on Seeing What isn’t There

    How we Choose and Differentiate Based on Seeing What isn’t There

        Greater choice paralyzes us and makes us poor strategists. This is something we all struggle with in our work and personal lives. There are way too many options to choose from with too little time in a day. When we're done picking a technology marketing stack, multitasking, and ducking in and our of…

  • 10 Reasons Why Your Customers are Being Difficult

    10 Reasons Why Your Customers are Being Difficult

     As customers, do we need a corporation to satisfy our emotional needs to earn our loyalty? Nine years ago, this conversation of dealing with difficult customers was top of mind. It was at about the same time digital marketing moved more squarely into the business of making things personal (with mixed results.)     But something else…

  • The Link Between Emotion and Outcome

    The Link Between Emotion and Outcome

      When something affects us, it has an effect on our decisions. A poor experience reinforces what we value based on the gap between what we expected and what happened. We carry the emotion associated with an issue forward into our next decision.     The link between emotion and outcomes is one of the pillars of…

  • How Culture and Technology Drive our Future

    How Culture and Technology Drive our Future

    The future of emotional intelligence is the ability of organizations to sift through all the data they accumulate on people, and parse the bits of information that help them improve business decisions that also help their customers. Emotion contains a treasure trove of intelligence about future intent — one product or service misstep can make…

  • Leading Roles and Supporting Actors

    Leading Roles and Supporting Actors

        In a short-term world, where we live quarter to quarter, program to program, and month to month, we bob on the ebb and flow of the emotional up and downs of valuations. Even our body weight fluctuates from day to day, and from morning to night. In this kind of world, everything seems to have…

  • The Three Kinds of Feedback and our Triggers

    The Three Kinds of Feedback and our Triggers

          Every time we engage in a transaction or renew a membership, we're asked for feedback. We receive feedback after events and meetings we organize with clients and colleagues. The problem with feedback is that we rarely know how to give it well, and seldom learn how to take it.     Maybe we fail to recognize…

  • Five Sure Ways To Ruin a Conversation

    Five Sure Ways To Ruin a Conversation

    “The true spirit of conversation consists in building on another man's observation, not overturning it.” [Edward G. Bulwer-Lytton]     Martin Luther King, Jr. did not start his speech with a PowerPoint filled with bullet points and statistics. He started with, “I have a dream,” then painted a picture with his story, a story of what could…