Author: Franz Malten Buemann

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Attitude follows action far more often than action follows attitude.
We change our mood as a result of how we act. If you want to feel a certain way, begin by acting as if you do. On the other hand, if you truly want to accomplish something, waiting for the mood to strike is ineffective.

In this rapidly changing retail environment, accelerated by lockdowns and store closures, the customer journey has transformed dramatically. In particular, companies are contending with much longer sales cycles and greater dependence on digital. These changes could very well be part of a permanent shift that will reshape the customer experience (CX) as we know it….
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I remember living in Knoxville and not sure if Shaq still lives in maryville but he did. Hoopz came into sams club in west Knox when I worked there, she was gorgeous and made eye contact with me although she went through someone else’s line. Also Pauly Shore came in just to use our bathroom, that wiesel!
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That’s all language is.

“Banana” is not a fruit. It’s a word that we use in English to identify a fruit.

And code words work beautifully as long as the person you’re seeking to communicate with understands the word the way you think they do.

Often, when people with goodwill and shared values end up disagreeing, it’s because they didn’t understand the code words that were being used.

In fact, it might be the only reason.

73% of companies with above-average customer experience perform better financially than their competitors. Source: Temkin Group | Qualtrics XM Institute ​ https://preview.redd.it/g0vc21dnun071.png?width=1024&format=png&auto=webp&s=4e2f73e263a7fa59103375f1e553ba3085648929
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Eventually, the culture figures out how much time we’re supposed to spend on something. They call it the “right” amount. How long an education should take, or an RFP. How fast to deliver on an order. How long to shop around for a new car. How much time to spend with a patient. How much time should be devoted to learning a new skill or engaging with a new idea…

If you spend about the same amount of time as everyone else, you’re likely to get about the same amount of benefit.

There are two other choices, worth considering:

Spend significantly more time than anyone else thinks is reasonable. Charge appropriately. Perhaps this will lead to an extraordinary outcome.
Spend far less time than you’re supposed to, and invest that time into processes and alternatives and benefits that everyone else is overlooking.

Changes in the culture often happen when someone is gutsy enough to reorganize the time stack.

After a year of dramatic digital acceleration, it is time for companies to seriously reflect on whether their online solutions meet the needs of users across different generations. Due to fluctuating consumer demands in a highly trending e-commerce, the one-size-fits-all approach isn’t going to work anymore. According to data from Salesforce’s Shopping Index, e-commerce global…
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