I suspect you may be at least a little like me. I like spontaneity, but only on my terms. I’m a fan of agendas, plans, and being confident that my position on an issue is well informed.
Then came COVID-19, a sub-microscopic infectious agent, roughly 1/1000 the width of a human hair. I am lucky to date in that the virus has not rendered me or those I love ill, hospitalized, or worse. But it, along with the death of George Floyd, sent orderliness, planning, and knowledge certainty whirling. Those events probably did the same for you, your team members, and your customers.
It sounds strange, but I am starting to find value in discomfort and uncertainty.
It’s Emotional – Now is the Time to Design
It’s Emotional – Flip the Feeling
It’s Emotional – Listen to the Feelings Behind the Words
It’s Emotional – Honor the Fear
It’s Emotional – Focus on the Hole
Break the Glass – The ABCs of Customer Experience During COVID-19
Break the Glass – Be Surprisingly Kind
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
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