Category: Customer Experience

What’s a car for? Transportation. With reliability. Status. A transaction with the bank. A transaction with the dealer. Your relationship with the neighbors. A statement about your style and belief in design. Your sense of quality. A statement about how you walk on this planet.

What’s a job for? A way to pay the bills. How you spend your day. What you talk about at parties. A sense of purpose. A chance to dream. The people you connect with. Something to be proud of. A statement of self-worth and dignity. The opportunity to make a difference, or a chance to regularly lower your status.

What’s a wedding for? A ceremony to memorialize a long-term commitment. A statement of status. An extension of historic male dominance. A chance to make a statement against the patrimony. Playing within the rules and standards of a community. Deliberately challenging those rules. A statement of mutual self-esteem. A party, perhaps the biggest you will ever host. Scarcity, deciding who comes and who doesn’t, and abundance, using resources to extend the boundaries.

What’s a house for? A safe place to live. An investment. A transaction with a broker. A statement to family and friends. An investment. A monthly payment. An expression of personal taste and style.

As our resources grow, so does the power of the stories we tell ourselves.

Everyone has one. It’s the part of ourselves we won’t look at, acknowledge or risk disturbing. It’s the story or trauma or situation that must be avoided at all costs.

People will choose careers, families and opportunities simply to avoid confronting the little tiny voice that is hiding inside. And marketers with low standards will brazenly manipulate us to extract money spent to protect the sore spot.

It’s almost impossible to make it go away. But if we’re brave enough to acknowledge it exists, it’s possible to help it take up far less room.

The time we spend fretting over what just happened is time we’re not spending on addressing the problem itself.
When your client or your boss turns down a great idea, it’s tempting to focus on the idea and how right you were. It might make more sense to try to find empathy for the fear and status issues that the client has instead. Because those issues probably got in the way of them ever seeing what you had to say.
“Okay, that happened.” Now what?
Interhuman events are often more complicated than we give them credit for.

When a car is switching gears, the engine is providing no forward power. And it’s more difficult to steer, brake or otherwise control the forward motion of the car as you change it from one gear ratio to another.

And yet, the only way to effectively switch gears is to do it while moving. To use your forward momentum to overcome the pause in the engine’s power.

If you keep trying to accelerate without switching gears, you’ll blow out your engine.

It’s a pretty useful metaphor all around.

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Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be a little more fatal and costly.  Adrian Harvey, the CEO of Elephants Don’t Forget, commented…
The post ‘Errors of judgement, not intent’: how AI can help human error in the workplace appeared first on Customer Experience Magazine.

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If you want to review the grocery list to see if you’ve forgotten anything, alphabetical order is a lousy way to do it.

Instead, organizing it by course and then by dish creates a grid and the missing elements will be obvious.

We default to time and ordinal ordering when we don’t bother to imagine a taxonomy that produces a useful grid. If you want to know what’s missing, spend some time on structuring a useful grid first.

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President at Medallia. In this conversation overview, we’ll break down a few key points about: Three key elements of value creation in CX The insignificance of quantitative surveys as a research method Leveraging artificial intelligence and machine learning to get…
The post Understanding signals from customers beyond the surveys: interview with Bill Staikos    appeared first on Customer Experience Magazine.

And assertions are maps.

Which means that:

Budgets

Timelines

Plans

Decision trees

and projections

are nothing to be afraid of. They’re a gift. They give us the chance to act as if, to describe a possible future and then to lean against them as we work to create the place we seek to be.