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?
Customer Experience Wisdom from a 96-year-old Business Legend
5 Million Reasons to Deliver Effective Visual Storytelling Across the Branded Customer Experience
Old Things That Endure: Testing and Learning for Customer Experience Excellence
How to drive your brand voice through your customer experience
A Blast from the Past: The 3 Ps of Customer Experience Excellence
How Did You Do That? | Making Magic for Customers in 2019
Quickly Before the Year Ends – Deliver Convenience
When Customers Aren’t Jolly
7.8 Billion on Cyber Monday of Cyber Week – Is Brick and Mortar Retail Dead?
Two Magic Words - Human Experience Requires Gratitude
Catching People Doing What’s Right Along the Customer Experience Journey
Delivering your Brand in Moments and Memories - The Laws of Brand Storytelling
The Secret Sauce to Customer Experience is a Blend of Four Ingredients
Customer Experience Research and Life Long Learning
Up, Up, and Away - Getting Lift with Wearables and IoT
Taking Flight With Big Data – How’s Your Trip?
Transforming Customer Experience with Partners: The Art of Not Going It Alone
Iterative and Future Backward - How are you Crafting Improved and Transformative Customer Experiences?
Validate, Educate, and Activate - Three Keys to Effective Customer Journey Mapping
What Is A Persona And What Does It Have To Do With Customer Journey Mapping?
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