Archive | experiences

phil

How Do You CCDVTP?

Every now and again, I get asked to contribute to round-up posts. These are usually the kind of thing where 20 people answer the same question. This week a company asked me to send them a video that exemplified my thinking as a professional. So I went through my bookmark archive of videos from all […]

4202190250_ebce4da11d_q

How Much Content Is Enough?

When’s the last time you heard anyone in your organization say, “I don’t have enough to do”? Most business people are overloaded. And yet, for all that overload, business projects are less and less likely to meet expectations. According to this year’s “Pulse of the Profession” report published by the Project Management Institute, 16% of […]

empathy-video-250x225

Empathy, Orwell and Experiences

In his book Down and Out in Paris and London, author George Orwell (of 1984 and Animal Farm fame…) tells the story of penniless British writer Eric Blair and his adventures on the streets of…you guessed it…Paris and London. It was Orwell’s first novel and in good part, autobiographical. Although he came from a privileged […]

3

What’s the Big Idea?

When you’re a consultant, few things are as satisfying as having a former client or course attendee say, “We tried that thing. It worked.” Or even “Hey, we’ve decided to try that thing.” I had the pleasure of hearing a comment like this when one of my past course attendees, a marketing director at one […]

5523800294_80f0687af7_q

Play Your Way to More Innovative Customer Experiences

In January, Facebook held its 50th hackathon, a 24-hour Red Bull- and coffee-infused get-together where coders work on innovative applications or new features for existing products. These kind of events are legendary in Silicon Valley, of course; Facebook isn’t the only company to conduct them. Microsoft, Yahoo, Google, and just about every open-source organization on […]

silo3

Silo-Busting for Better Customer Experience

One of the biggest challenges in delivering a seamless, consistent customer experience is organizational silos. Silos hurt the flow of information and fracture employee attention. Groups tend to focus on metrics that address their area of responsibility, which may hurt the overall customer experience if they aren’t tied to the overall experience that’s delivered to […]