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.
Break the Glass – Set Expectations
Break the Glass – Anticipate
Break the Glass – Listen
Sharing Not Telling – Gratitude and Hope in Action
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
VUCA, Coronavirus, and Tools for Human Experience Leadership
Listening and Leading Customer Experience in Uncertain Times
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
Leveraging Trends to Drive Business Success through Customer Experience
2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls
Looking Back, Letting Go, and Moving Forward
Imagine it is 2025 – How’s Your Customer Experience?
Slowing Down to Savor the Season – Unplugging to Connect!
Put a Bow on It | The Art of Wrapping and Trimming Your Customer Experience
Not All Customers are Jolly but Service Professionals SHOULD BE | 7 Tips for Managing Customer Complaints and Stress This Holiday Season
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