The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Experience and gain growth by understanding your Customer's behavior.
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New 'World Experience Organization' created - Will Help Us All Be Better In 2021
Wouldn’t it be great to learn from other people’s mistakes instead of making them yourself? That’s the idea behind the World Experience Organization (WXO), founded by James Wallman. Wallman developed the organization to allow CX professionals to collaborate and debate the crucial issues facing us all with the Experience Economy. In this episode, we speak with Wallman about why he formed the group, what he sees its role being in CX management, and how the WXO will help us all be better in 2021.
Vital for 2021 - Digital nudging will revolutionize your CX
You use Digital Nudges in your online experience, even if you don’t know what they are. Digital Nudges are moments where the interaction you provide influences customers to take action one way or another. The question is not whether you have them; the question is whether you designed them on purpose or left them up to chance.
In this episode, we explore the concept of Digital Nudges, share examples of successful and unsuccessful nudges, and how they play out in online experiences with your customers.
There's light at the end of the tunnel!
You have almost made it to the end of the pandemic. With a vaccine rolling out worldwide, there is a light at the end of the tunnel. However, this situation presents us with an unprecedented opportunity to reimagine Customer Experience to respond to how our people have changed over the past year. From how things have changed for people to what they want moving forward, this episode explores how you can use the imminent return to "the new normal" to optimize your experience to foster customer-driven growth.
This is the Most Significant Thing We Learned in 2020!
Can’t wait to ring in the new year and put this dumpster fire of a year behind you? You are not alone. However, crises present opportunities to learn and grow. In an annual tradition, we explore what 2020’s crises taught us about ourselves.
In this episode, we share what 2020 has taught us personally and professionally. From how resilient and responsive humans can be to how the best organizations responded, we share the five best insights we gleaned from a year to which we are happy to bid adieu.
Designing Country Culture Into Your Global Experience
What works in the US won't necessarily work in Turkey nor Asia. What works in Asia wouldn't always work in France…and so on. Global Customer Experiences need to be different, like the countries where they occur, to reflect the local customers' values and emotional needs.
This episode of The Intuitive Customer explains why you should design a country's culture into your Customer Experiences and how you should handle it to encourage customer behavior that provides customer-driven growth.
If The Stress Is Becoming Intolerable, This is What To Do
If the Stress Is Becoming Intolerable, This is What to Do
If there is one thing 2020 has given all of us, it's a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don't pass it on to customers.
I often say, Happy Employees Make Happy Customers, which is also the title of my latest book. However, happy employees are not stressed out, making managing stress a priority for today's leaders.
However, managing stress is easier said than done. To get some help in this effort, we share the advice of Carmen Mohan, MD, FACP, founder of Hello Health. Dr. Mohan started Hello Health, a comprehensive executive health and wellbeing program, to help leaders manage and cope with stress themselves and their teams.
Key Ideas to Improve your Customer Experience
In this episode, we discuss Dr. Mohan's consultative approach to stress management. She says leaders often feel alone in their experience and, even when overwhelmed, push hard to keep going, so they meet other people's needs. She suggests leaders should realize they are not alone and that stress is common among leadership positions. Stress comes from making critical decisions quickly and professional and personal demands pulling leaders in many directions at once. Some people feel stressed because they know other people are struggling more than they are, and they feel guilty that they have it pretty good.
Managing this stress is essential. First, it is hard to lead a team to success in a stressed-out state. When leaders are stressed, they often can't get the perspective they need to solve problems in the best possible way. Finally, stressed managers cannot help their teams cope with their pressures, leading to a less than exemplary Customer Experience.
The COVID-19 pandemic isn't helping matters, either. None of us has ever been through a pandemic before, so we don't know what to do. We also do not know when it will end, and uncertainty does not do anything good for anyone's stress level. Add to it the acute pressures caused by the pandemic, like the fear of getting yourself or someone you care about sick or the financial insecurity caused by the shut-downs and stay-at-home orders, among others, and you have a perfect storm of high-stress times and truly anxious people.
To combat these effects, Dr. Mohan has a few actionable steps.
Make time for self-care and sleep. Dr. Mohan says that addressing your needs makes you better equipped to handle others' needs, even if it feels like there is no time for it. Celebrate what you did accomplish so you can rest deeply. Dr. Mohan encourages leaders to write down at least one accomplishment each day to focus on, so the mind can relax and rest deeply at night, giving the best restorative sleep to the body. Start the day by meeting your needs. Dr. Mohan encourages people to start the day doing something they like, not checking the phone and diving into the day. If your brain knows you will begin the day this way, it will relax more and sleep better. Find that decompression time you have lost. Many people find that the loss of decompression time resulting from working from home or blurring the lines between work and home life difficult. Dr. Mohan encourages people to take a walk outside to clear their minds. Find a way to keep your thoughts in the present. People who feel anxious or guilty that other people are having problems and are struggling would be well served to occupy their thoughts with the here and now. By keeping your mind occupied in the present with a task, you cannot worry about the past or the future. Here are some highlights of the discussion:
04:28 Dr. Mohan addresses the problem of marginal thinking in stress management for leaders. 07:36 We have a few actionable