This is the second installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.
I have been busier than I’ve ever been before during the pandemic, but in those rare moments of reflection, I have been able to evaluate what brings value and what was simply a habit, and your customers are doing the same.
For example, I used to live in hotels and on planes, but I haven’t struggled with getting my carry-on out of an overhead bin in months, and still business soars. Was all that air travel purposeful?
I am hoping my dry cleaner misses me because I was a loyal visitor when I wasn’t on the road. However, in the last few months, I haven’t had much of a reason to stop by. I’m not saying that planes, hotels, and dry cleaners aren’t important, I am merely suggesting that in this “better than normal” world we’re living in that all of us are given a chance to question decisions that used to seem reflective. It’s Monday, and I am home, I’d better go to the dry cleaner?
Let’s imagine your customers reflecting on the purposefulness of your business in their lives? How much of their purchases are driven by habit? How are you faring?
Ok, those are unpleasant questions, so let’s try something more positive. What might you do to increase the likelihood that customers will see the purposefulness of your offerings?
Starbucks, Challenges and Opportunities in Philadelphia
Waiting for Your Email: For the Good of Humanity, Please Reply
Hello Facebook & Apple – It’s about transparency and safety when it comes to value proposition and customer-centricity.
My crystal ball says winning experiences will deliver
Goodbye Toys “R” Us and Hello Your Sustainability
Starbucks: Greatness Personified/Excellence Diversified – What About You?
Strategic Positioning | Is Your Customer Experience Agile Enough?
Everyone Has a Platform: Are You Training For that Reality?
Customer Centricity is MORE than Customer Experience
The Robots are Here and There is Fear
Customer Experience Lessons from Television Advertising’s Biggest Day In America
Go Human, Go Methodical but Above All Else GO for VALUE
Empathic Design – As Close to the Holy Grail as You Can Get
One if by Voice, Two if by Drone – Make it Easy or Turn out the Lights
Technology – Panacea or Tool?
Supercharge Your Business by Letting Go
Retail Armageddon, Chupacabra, and Other Myths
Experiential Lessons for the Christmas Season: Going Beyond the Presents
Is Customer Service Getting Better or Worse? The Unexpected Gift of Social Media
Complexly Simple – Success Can Breed Mediocracy
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