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.
Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way
From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way
Cherish and Challenge Your Legacy | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
5 Things Service Professionals Should ALWAYS Say…
Mobilize the Connection | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Reach for Common Ground | How to Deliver World-Class Customer Experiences –Leading the Starbucks Way
Love to be Loved | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Savor and Elevate | How to Deliver World-Class Customer Experiences – Leading the Starbucks Way
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
Empowerment is More than a Management Catchphrase | Customer Experience Excellence – The Airbnb Way
Everyone is in the Hospitality Business | Customer Experience Excellence – The Airbnb Way
Trust is the Currency of Relationships | Customer Experience Excellence – The Airbnb Way
Create Belonging | Customer Experience Excellence – The Airbnb Way
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience
How do you know if they are engaged? | Customer Experience IS Team Member Experience
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
What‘s Science Got to Do With It? | Customer Experience Is Team Member Experience
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
Join Podbean Ads Marketplace and connect with engaged listeners.
Advertise Today
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Aligned Money Show
Gorse Culture PODcast : The H.R. Detective Agency!
HCI Leadership Revolution
The Ramsey Show
Planet Money