Transforming digital experiences
A generation ago, “Customer Service” (CS) and “Customer Experience” (CX) were the same. You simply had a call center or web form that took orders, gave help and advice. Companies centralized leadership in these areas with a select few, and often they were in a distant land from where sales, marketing, and product developed lived … Continue reading Deploy a “CX Everywhere” Strategy and Revolutionize Customer Experience
This past weekend, I posted a LinkedIn column attributing Microsoft’s recent success to the Growth Mindset culture encouraged by CEO Satya Nadella, because he urged his team to embrace the teachings of “Mindset: The New Psychology of Success” by Stanford psychologist Carol Dweck. The book’s central premise is that the growth mindset helps you cultivate … Continue reading Follow Microsoft’s Lead Next Time Your Great Idea Hits a Speed Bump
A few weeks ago, I posted on LinkedIn a review of the book “Mind of the Leader,” with the critical point that investments into your career relationships could be the best New Year’s resolutions you make than anything you “do.” It could be the best move of your life. And then the New York Times … Continue reading The “Hustle Culture” Through “The Mind of the Leader”