Future of Work
Culture and inclusion.
Take these two concepts and think about them: Harry Potter, maybe the most successful film + book franchise of the last 20-50 years, comes from JK Rowling experiencing ‘loads’ of rejections before she got a publisher. The main way we set up workplaces (oftentimes) is that you have a manager, and you submit ideas/concepts to that […]
Given the quickly evolving nature of social and digital media, you will need the ability to quickly create and distribute training or education to your people—especially as new channels, best practices, or policies emerge or fade.
I recently began publishing videos to my YouTube Channel, Invisible World. The premise is this: some of the most important things in our lives are invisible. Consider the air we breathe, our minds, our futures, and the very idea of trust — to name a few. Decoding the unseen is an art, a skill and […]
Let’s stop making it all about millennials for a second.
Most freelancers don’t love LinkedIn as they build a small business — it takes too long to get responses and it’s hard to ‘bid’ or ‘price’ gig work. But … LinkedIn is about to change all that.
We know through social media that customers remember your “hello” and “goodbye.” Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you […]
You just received the letter from Anthem Blue Cross. The opening line: “We’d like to thank you for choosing Anthem Blue Cross. We value the trust you have placed in us.” Ok. You have that last sentence? Now, you go ahead and read that your monthly premium will be going up starting March. No explanation. […]
The shorthand for the CCO role is to be that duct tape to connect the silos by reframing the work of the business through the lens of how your customer experiences the company.
How do we purposefully think beyond our perception of value – what we do – and think of the value for the user of our services?
Shouldn’t you be proud of what you do? Pleased with your work and the value you bring? Nurses comfort people. Teachers change lives and prepare our futures. Your particular job may not be as obviously impactful but you’re driving value by helping clients either directly or indirectly. And if you have chosen to work at a particular place, you should have pride in what you do.
Maybe you’ve had this guy on your team: The fact is he is simply brilliant. He knows so much about every relevant topic and can think beyond any analyst you have ever hired. Give him any problem to solve and, with focus, he can solve the most complex of them within minutes. Yet…