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?
Why Customer Experience Equals Open Mindset
Remove the NOT | Mindset & Agility – The Rocket Fuel for Customer Experience Success
Embrace Ambiguity, Failure, and Fun | Mindset & Agility – The Rocket Fuel for Customer Experience Success
There’s More than One Way | Mindset & Agility – The Rocket Fuel for Customer Experience Success
World-Class CX Leaders | Storytelling – It‘s Worth its Weight in Gold…and Diamonds
Deliver 5 Levels of Value | Team Member and Customer Experience Value
Find the Value in the Data | Team Member and Customer Experience Value
It’s Not What You Value | Team Member and Customer Experience Value
Think Efficiency and Effectiveness | Team Member and Customer Experience Value
It’s Not About Price. It’s About Perceived Value. | Team Member and Customer Experience Value
What‘s Value Got to Do With It | Team Member and Customer Experience Value
Make it Simpler & Less Cluttered
Faster into the Future | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Emotion Drives Memory | How to Deliver Memorable Experiences in a Pandemic and Post-Pandemic World
Deliver Memorable Internal and External Customer Experiences in a Pandemic & Post-Pandemic World
How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed
The Gifts of the Pandemic | Stronger Through Customer Experience Elevation
The Gifts of the Pandemic | Stronger Through Gratitude
The Gifts of the Pandemic | Stronger Through Purpose
The Gifts of the Pandemic | Stronger Through Adaptivity
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