Are hospitals ready to embrace creativity?

hospitals are hotbeds of creativity by gaping void

Hospitals are laggards. Hospitals are one of the few industries that have yet to embrace the experience economy. And yet the business hospitals are in – the business of caring and healing – makes them a perfect candidate for experience transformation. For the ultimate aim of a hospital is (or should be) the transformation, through care and compassion, of the people it serves – from sickness to wellbeing. But the transformation of hospitals is coming. […] Read more »

Design for dreams not needs

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Everybody has a dream. Everybody has the need to create a legacy. Once you help people move past the fears and anxieties that bury those dreams, their imagination is stirred. They begin to ask themselves, “What would I want for my children, for my society, for my country?” and that hidden seed of a dream is uncovered. ~Sonia Manchanda, Dream:In Design for dreams not needs.  Sonia Manchanda’s memorable phrase immediately captured my imagination when I […] Read more »

Use love words to make customers (and employees) smile

words create worlds

“Words are events, they do things, change things. They transform both speaker and hearer; they feed energy back and forth and amplify it. They feed understanding or emotion back and forth and amplify it.” ~Ursula K. Le Guin   Two collection boxes. One says DONATING=HELPING. One says DONATING=LOVING. What would you guess the impact of replacing the word HELPING with LOVING had on donations? Language, because of it’s emotional resonance, has a surprising impact on an experience. Unlike the […] Read more »

Employees are your most important touchpoint

grinch marketoonist

The average man is by nature indolent — he works as little as possible. He lacks ambition, dislikes responsibility, prefers to be led. He is inherently self-centered, indifferent to organizational needs. He is by nature resistant to change. He is gullible, not very bright, the ready dupe of the charlatan and the demagogue” ~Douglas McGregor, The Human Side of the Enterprise These are a few of the assumptions underlying some of the management practices and theories […] Read more »

Better human understanding, not big data, is the future of business

performance improvements seeing what others dont

“The idea that business is strictly a numbers affair has always struck me as preposterous. For one thing, I’ve never been particularly good at numbers, but I think I’ve done a reasonable job with feelings. And I’m convinced that it is feelings – and feelings alone – that account for the success of the Virgin brand in all of its myriad forms.” Richard Branson Data driven marketing. That phrase is used as if it means […] Read more »

The surprising impact of language on the customer experience

“Do or do not. There is no try.” ~Yoda

“Do or do not. There is no try.” Yoda Two people. Two ways of providing the same answer. In the examples below, what do you think the impact of answer A vs B was on the customer’s perception of effort and satisfaction? Example 1 Answer A: You can’t transfer funds until you go through these steps to authorize the account Answer B: Let me walk you through these steps to authorize the account Example 2 Answer A: […] Read more »

The future of business is beautiful

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 “The human soul is hungry for beauty: we seek it everywhere – in landscape, music, art, clothes, furniture, gardening, companionship, love, religion and in ourselves. When we desire the Beautiful, there is a sense of homecoming. Some of our most wonderful memories are of beautiful places where we felt immediately at home. We feel most alive in the presence of the Beautiful for it meets the needs of our soul…  to awaken beauty is the […] Read more »

CIOs must become design thinkers

Image source: Restarting Britain 2, Design and Public Service. The Design Ladder is a registered trademark of the Danish Design Centre.

Social media’s rise has drastically altered industries from journalism to health care, altering virtually everything we do and how we do it… Corporations, schools, hospitals, and virtually all large organizations need to adapt to social technology – or be replaced… The US military’s term for [this] kind of environment is VUCA—“Volatile, Uncertain, Complex, Ambiguous.” The acronym came out of the US Army War College in the late nineties to describe the new operating conditions that […] Read more »

What does your employee experience look like?

experience architecture

Most of us have to put up with airline travel several times a year. Few of us look forward to it. Some of us actively dread it. And yet, does the flying experience have to be something we dread? Consider the contrast between the experience American Airlines and Singapore Airlines are each famous for. “[Employees] had little awareness of the overall work process, and instead had a tendency to understand their own piece of the […] Read more »

Selling customer experience: art of the pitch

1958 award-winning ad for McGraw-Hill via Dan Pink

The key to galvanizing your audience with a good story is to make listeners feel that they can be heroic. When good salespeople prospect and pitch, they must be alert to the stories running through their customers’ minds. What is their internal hero story? What do they wish to achieve through this sale? Whom do they wish to impress? What kind of person do they hope this sale will help them become? ~ Philip Delves […] Read more »