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?
Complexly Simple – Success Can Breed Mediocracy
Please Ask My Opinion BUT NOT TOO MUCH
Want a Free Franchise? A Hypothetical with Real-World Implications
What’s Your Signature?
Gratitude is a Customer Experience Differentiator
Small is the New Big: Customer Experience Excellence One Opportunity at a Time
“Where Has All The Loyalty Gone? – Long Time Passing”
Lead People Not Technology: Interacting to Succeed
Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success
The Risk of Excellence: Avoiding Customer Experience Mediocrity
Not Just Fast: Understanding a Responsive Experience
Keeping Your Audience’s Attent…Look There’s a Squirrel
When It Matters Most: Customer Experience With the Fury of a Hurricane
Shedding Your Implicit Bias: It’s Time for Design Thinking
Leading with the GOOD: A must have for customer experience success
Big Data to the Rescue of the Passenger Experience?
Guilt or Greatness? Associations that Affect Customer Perception
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Recovering Business Trust: Listen, Admit, Apologize, Fix
High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders
Join Podbean Ads Marketplace and connect with engaged listeners.
Advertise Today
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
NABOR® TALKS
U.S Property Podcast
Aligned Money Show
The Ramsey Show
Planet Money