May 27, 2023
Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer's experience is crucial to developing an effective customer strategy.
Context is an omnipresent factor in customer experience. Depending on a...
May 20, 2023
Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them.
Emotional journeys are the “squishy stuff” associated with why...
May 13, 2023
Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader.
It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial...
May 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast.
Now,...