"Our memory is enhanced by the emotion attending the event. The more intense the feelings, the more accessible the memory." Those words from Professor Robert Dykstra have profound relevance given the intensity of emotions experienced from early 2020 to the present day. The pandemic has produced sustained and heightened emotions of fear, anxiety, uncertainty, sadness, isolation, and loss. As such, the actions of leaders, team members, and brands are more vividly recallable than pre-pandemic events. Against that backdrop, it has become increasingly important to look for elements of a team member or customer journey that produce pain or pleasure. During the pandemic and into the future, are you demonstrating competence, consistency, responsiveness, and reliability that fuels positive emotional experiences?
The Art of Storytelling: A Powerful Catalyst in Customer Engagement
Beyond Good Intentions - Keys to Executing for Customers
Unearthing Timeless Customer Experience Wisdom - Lessons from P.T. Barnum
Cornerstones of Effective Customer Service: Emotional Intelligence and Conflict Management
Branded Customer Experience: How to Stretch Your Business Without Losing Consumer Trust
Why All Business is Personal: Keys to Humanizing Business Success
Boost Business Success: Measuring & Rewarding Customer Engagement is a Game Changer
Unforgettable Experiences: Poignant Lessons on Authentic Care
How to Gain Competitive Advantage through Brazen Customer Experience: 4 Tips from Starbucks
Service Recovery: How to Apologize and Build Strong Customer Relationships
Remember and Amaze: Colossal and Affirming Lessons from a Starbucks Barista
4 Key Strategies for Business Success: Adopt Product, Service, Customer, or Adaptive Approaches
The Power of Gratitude: 4 Ways to Transcend Words and Build Customer Loyalty
Customer Experience Excellence - How to Leverage Human Intelligence to Enhance AI
VUCA and YOU - How to Lead in Ambiguous Times
VUCA and YOU - How to Lead in Complex Times
VUCA and YOU - How to Lead in Uncertain Times
What is VUCA & How do YOU Thrive in Volatile Times?
Employees Aren’t Happy - Here are 5 Ways to Reverse the Trend
The ”Art” of pARTnership - How to Amplify Your Success
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