In 1983, while pursuing a Ph.D. at the University of Southern California, I got a creative nudge from the book A Whack on the Side of the Head – How You Can Be More Creative. The book's author, Roger von Oech (who received his Ph.D. from Stanford in the history of ideas and creativity), offered keen insights which were foundational to professor Carol Dweck's work on growth mindset and professor Warner Burke's research on learning agility. Since customer experience elevation requires flexibility, creativity, and adaptivity, this series of posts will cover the work of Drs. von Oech, Dweck, and Burke and will start with three of von Oech's ten mental locks, which he says are hazardous to creative thinking.
Driving Customer Loyalty by Zigging When Others Zag
Cultivating a Winning Company Culture: Lessons from an Australian Trailblazer
Scaling Your Business with Customer Magic - Part 2
Scaling Your Business with Customer Magic - Part 1
The Magic of Customer -Centricity: Unveiling the Secrets of a Transformative Underdog
Navigating Growth and Innovation: Insights for Your Business
Injecting Fun into Your Business Culture: A Lesson from Zappos
Elevating Customer Service: A Guide for Business Leaders & Managers
Maximizing Customer Loyalty: Lessons from the Tech Industry's Best
How to Building Customer Loyalty Through Service Recovery
Are You Glocal?: How to Balance Brand Consistency with Community Connection
Cultivating Passion and Purpose: The Power of Rituals in Business
Create a Zappified Customer Experience - 5 Service Steps Courtesy of Zappos
Silo Busting Your Way to Customer Loyalty and Referrals
Customer Care vs. Speed of Service: Finding the Right Balance
Driving Customer Experience through Personalization
Starbucks - A Guide to Fostering Customer Connection
The 2024 Customer Experience Thrill Ride: Trends, Projections & Tips
How to Finish the Year Refreshed & Engaged - Reflecting and Revitalizing
Navigating the Holiday Rush with a Relationship-First Approach
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