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.
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
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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