Communicating effectively is not hard. I acknowledge that there are communication devices and practices that support frictionless interactions and that these devices may not always be utilized during exchanges, but a basic target of good taste and message sufficiency, should be the aspiration during the communication process. Good taste falling within the realm of language …
Cultural debility can set a business adrift. Culture as an invisible co-pilot, can navigate a business to achieve its greatest heights, or steer it to a rocky demise. By the time the signs of cultural debility are evident, considerable damage may have been wrought by the sources of the debility. So, what is cultural debility? …
When it comes to interactions with colleagues and customers, some individuals wear their ability to wield sarcastic remarks like a badge of honour. They believe that it gives them some sort of superior status that has eluded those individuals who suffer from its insufficiency and so they launch volleys at every opportunity, to spotlight their …
The common thinking is that inertia means “doing nothing.” Nothing can be further from the truth. Inertia means being in a constant state or “uniform motion.” This means, essentially, repetition of whatever is being done, constraining movement into a new state. One of the major challenges that businesses face in their effort to elevate the …
When a business prompts itself to “improve its service delivery,” that’s similar to making a new year’s resolution. When the business commits to keeping its customers happy, that’s a business mandate. These are two very different intentions. Pretty much like many new year’s resolutions, the first intention can turn out to be performative, delivered in …
So, I had several enjoyable customer experiences over the 2023 Christmas and holiday season. Two stood out, with one being exceptional and the other being delightful. I will maintain always, that creating magical moments for customers is not driven by either magic, or rocket science. It’s driven by a business purpose rooted in excellence, efficiency, …
I’m thinking about what some leaders would say if I asked them to tell me how their businesses respond to change. I suspect that the responses will range from, “we fire-fight our way through,” on one end of the scale, to, “we are in a perpetual state of embracing change,” on the other end. I …
I would imagine that by now, meaning the end of 2023, many businesses would have charted their strategic directions for 2024. While there will be many goals that fall into the operations, human resources, finance, governance, sales and customer success buckets, I’m hoping that one area will be given extreme attention in 2024. Leadership evolution. …
Another way of stating this opening enquiry is, “What motivates your customers to purchase products and services from your business?” Is it because of your helpful people, your friendly processes, the ease of conducting business using convenient payment solutions, great deals, flexible packages tailored to suit individual needs? Is it that your business brand has …
It’s my guess that some businesses will start the new year without a customer experience design strategy for keeping their customers happy. There will be goals, targets, actions and intentions, but not an overarching strategy for customer happiness. Because of the existence of complaints, ball dropping, promises not being kept, friction-filled exchanges with customers and …