Have you ever wondered why we move to the complex end of the spectrum at the beginning of solving a problem? I certainly have, especially after making the mistake myself.
In the field of designing positive experiences for customer relationship building, there will certainly be many designs that will take some serious thinking. But hopefully not at the expense of the little things you can do to build customer relationships. Such as what you may ask?
The customer engagement checklist starts with a foundation of little things that, when not done well, can make the more complex customer experience design…
Let me tell you the story of the sliced bread innovation to answer your question.
It is a story about perhaps the greatest innovation of all time. At the very least, that is my position.
Here is the story of Otto Rohwedder. In 1912, Otto invented the bread slicer. Sounds like a winner, right? Not so fast though. Bakers rejected the innovation out of hand, saying that bread would go stale much faster when sliced.
For most of us that might have been the end of the story, But not for Otto. For the next 13 years, he searched for…
The most important thing in communication is hearing what isn’t said.
- Peter Drucker
Let me repeat Peter Drucker’s position on communication … the most important thing is hearing what isn’t being said. On the flip side, you can significantly complement your verbal messages through body language communication. In this regard, a body language is a form of mental and physical ability of human non-verbal communication, which consists of body posture, gestures, facial expressions, and eye movements.
Humans send and interpret such signals almost entirely subconsciously, but it doesn’t have to be this way.
Your ability to use your own…
Here are some soft skills that I would select and develop if I had the chance to do it all over again:
Be curious about everything … this is where good questions are needed. This is also a key source for your learning.
Don’t fear failure … everyone who has ever accomplished things in life has had many failures along the way. The key is how you learn from the failure to keep moving forward.
Learn how to learn … note, in all likelihood, most of you have not mastered this one yet. And when you think you have it…
The heart of most marketing campaigns these days has been the website. The biggest problem with most websites … they are instantly forgettable! They say the same thing as your competitors. You see two possible results from this problem. The first is that most customers will quickly lose interest and click away from the site. The second is that, if they stay, they’ll find no reason to select you, because there’s no discriminating message.
Adding clever, interesting videos is one of the best ways for you to compel your viewers to stay, absorb, and pass your message to friends. …
When I first started working at a large fortune 1000 company, I would often volunteer for projects to help other team members even though I wasn’t required to (and oftentimes wasn’t paid to do). Many of these team members would remember my actions over time.
One of these team members helped me get my next job that resulted in a 45% raise and promotion. Even when things have gotten tough, I’ve always led with kindness and it’s worked out for the best. …
I think it’s a good time to review an essential leadership skill: listening.
So often the key to overcoming a difficulty — whether it’s in the workplace or at home — is to stop talking and start listening. I often like to joke that if God had wanted us to talk more than listen, he would have given us two mouths.
Yet few people have mastered the art of listening. Why is this seemingly simple skill so difficult?
Research published by Wendell Johnson in the Harvard Business Review examined one way the listening process goes wrong. Johnson found that because…
I am always doing that which I cannot do, in order that I may learn how to do it.
- Pablo Picasso
Which communication skill do you use most frequently? Which one are you most effective using? One of the most critical skills of successful people whether in the business world or private life is their ability to communicate effectively. The most important component of effective communication … effective listening skills.
Listening is the communication skill most of us use the most frequently.
Various studies stress the importance of listening as a communication skill. A typical study points out that…
You are always only one choice from making a difference.
Would you like to make a difference if you had the choice? Are you one that is only satisfied by trying to change the world in one fell swoop? Or are you satisfied by making a difference through many small contributions on a consistent basis? There are many inspirational stories that deal with responses to everyday issues.
We have an inspirational story to illustrate our point, but first, we want to introduce an everyday issue to use as the basis of our example.
The everyday issue is racism. We don’t…
Mark Twain once said: It ain’t what you don’t know that will hurt you. It’s what you know for sure that just ain’t so. A difference in perception?
Do the details guide you in distinguishing reality versus perception? Or do they create a difference in perception? What do you think? Maybe this story will help elaborate.
Disney knew the value of a story. Let’s define each term to be sure we are on the same page. Perception is how you see things. Reality is how things really are. An important difference to you? Yes.
Here is a short story to…