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 future of business is beautiful

can-we-design-organizations-for-beauty-1-638

 “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 »

Visualizing the customer experience using customer experience journey maps

Social Gamer Experience Map

Too often when we think of a customer, our view is filtered through the lens of our job, profession,  department, or specialty. Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Specialists in a hospital are much like the […] Read more »