I find myself in the midst of an ocean of generalities: frameworks, models, recipes, formulas, 10 steps to…. Every one promising easy/quick arrival at the promised land merely by following the authors secret/revolutionary formula/recipe.
"If we could sniff or swallow something that would, for five or six hours each day, abolish our solitude as individuals, atone us with our fellows in a glowing exaltation of affection and make life in all its aspects seem not only worth living, but divinely beautiful and significant…” Aldous Huxley
First and foremost I thank each and everyone who continues to listen the speaking that occurs on this blog. A special appreciation for those of you who make the time to add your voice to the conversation by commenting. I wish each of you the very best for this year – may this year be the best year of your lives.
Today, I’m up for grappling with the subject of customer loyalty as I have been immersed it it since the second half of 2016 – professionally as a consultant and personally as a customer.
Do you know what it takes to stay ahead of the competition? Is that one of your business goals?
I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. Other questions on the topic revolved around how businesses can stay relevant and how they can set themselves apart in over-saturated industries. (I'll share the link here once the article is published.)
A few industrial leaders have always been at the forefront of innovation and set the trends for their respective industries, but banking and financial services are just going through their transformation journeys. They are all driving digital transformation throughout their enterprise with a relentless commitment to rethink every asset, process, and architecture of these enterprises. Digital transformation is widely talked about, with consultants lining up to show endless PowerPoint slides of the state of the digital revolution that they claim boardrooms cannot ignore.
I originally wrote this post for CXpert. It appeared on their blog in August, 2016.
I'm often asked about the future of customer experience: What does it look like? What will companies focus on this year? What advancements have we seen or should we expect to see? What are the latest tools to help companies improve the experience?
Throughout my career as an executive coach, and mentor of young people including fresh MBAs, creative designers and motivated managers, there has been one common piece of advice that I always give: Don’t try too hard. Of course, this seems contradictory to what we usually hear, especially when the greatest B-schools and D-schools in the world are encouraging their students to try their best and push beyond their own limits. Every day they are asked to try harder, to achieve excellence and perfection. That’s the academic world.