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 »

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 »

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 »

Running away versus running towards

You Can't Iterate on a Burning Platform, Scrivle

The best in art and life comes from a center –  something urgent and powerful, an idea or emotion that insists on its being. From that insistence, a shape emerges and creates its structure out of passion. If you begin with a structure, you have to make up the passion, and that’s very hard to do. Roger Rosenblatt Burning platforms are effective at getting people to act because they trigger strong emotions. And emotions get […] Read more »