The Should vs Must Test: How to tell if your goals are truly yours
Discover why 'should' keeps you stuck and 'must' moves you forward. Learn the simple word swap that reveals which goals are truly yours.
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Finding Focus When You Feel Scattered
Feeling scattered and unfocused? Learn how writing three pages of stream-of-consciousness journaling can clear mental clutter and help you prioritize your day, and it's backed by science.
Understanding the Customer Experience through the Jahori Window
A self-assessment tool to consider what you know about yourself and what people do or don’t know about you is the Jahori Window. It was created in 1955 by psychologists Joseph Luft and Harry Ingham. They created it to visually…
The importance of a value statement when creating a customer-first culture.
I came across a statement in Jeff Sheehan’s Customer Experience Management: Field Manual the other day that has infected me like an earworm (one of those songs that will not get out of your head?). He wrote, “… The value…
Creating experiences is an important retention tool
Customer experience and employee experience are different sides of the same coin. Both involve experience, the way someone feels when purchasing a good or how an employee feels about their company. Understanding the “experience” someone is having is crucial to…
Why Good Leaders Make You Feel Safe
You see, if the conditions are wrong, we are forced to expend our own time and energy to protect ourselves from each other, and that inherently weakens the organization. When we feel safe inside the organization, we will naturally combine…