Author: Nathan Schock

  • Let Your Values Guide Your Policies

    The first step in my business transformation process is to define the business culture. To intentionally decide who you want to be and what you want to do. Why? Because once you define that, it makes other decisions for you. And the fewer the decisions you have to make, the faster you can adapt and […]

    Read more: Let Your Values Guide Your Policies
  • Kairos – My 2023 One Word

    Kairos – the ancient Greek word for time – is my One Word for 2023. Kairos is a qualitative approach to time. Whereas the other Greek word for time – Chronos – is the quantitative approach, symbolizing merely the passage of time. I’m focusing on time in 2023, because time is my most important asset. […]

    Read more: Kairos – My 2023 One Word
  • What do you need to BE in 2023?

    December is my trigger to start thinking about business goals for the next year. My process has two main steps. First, I go through my last four quarterly FLOW Planners, looking at where I spent my time, the wins I had, the goals I achieved, and the lessons learned. That time is critical because we […]

    Read more: What do you need to BE in 2023?
  • My Favorite CX Podcasts

    While you make listening to your customers a top priority, it also pays a great deal to tune in to the experts and pick up a thing or two from their strategies and systems.  Here are my Top ten customer experience podcasts. I’m often asked how I keep up with the latest trends in customer […]

    Read more: My Favorite CX Podcasts
  • Disagree and Commit

    One sign of a healthy business culture is people who are willing to push back on the leadership team’s ideas, processes, and plans. You see that in meetings filled with debate and argument. The leaders ideas are tested, plans are debated rather than accepted uncritically. But another sign of a healthy business culture is that […]

    Read more: Disagree and Commit
  • Happy Labor Day!

    Labor Day. Where we celebrate work by taking the day off of work! 🤷‍♂️ That has always seemed weird to me. I prefer the Japanese approach to work as exemplified by the word, Ikigai. The word roughly translates as “the happiness of always being busy” or “reason for being.” The Japanese characters that make up […]

    Read more: Happy Labor Day!
  • Discipline Leads to Freedom

    Last November, I received a couple of health wakeup calls. The first, which I’ve written about here before was cancer – squamous cell carcinoma on my tongue – which I had surgically removed and for which I had my official hospital discharge earlier this month. The second came at the same appointment when my doctor […]

    Read more: Discipline Leads to Freedom
  • How Will You Transform Your Clients?

    Your clients don’t want your service offering. They want your service to be commoditized. They want it delivered as quickly and cheaply as possible. Why? So they can spend their limited time and money on experiences that engage them personally and emotionally. (They actually want more than that, which you’ll see in a minute). If […]

    Read more: How Will You Transform Your Clients?
  • You Already Have a Culture Committee

    I recently had a client ask me if they should have a culture committee. But they already have one. You do, too. Sooner or later, plenty of companies create a committee charged with “improving the culture.” Typically, this leads to popcorn on Fridays, or company bowling night, or picnics, or… any number of well-intentioned gatherings. […]

    Read more: You Already Have a Culture Committee
  • Employee Experience STarts at the Beginning

    If you want to frustrate your best new employees, I have a foolproof way.  Be unclear on your expectations.   Frustrated new employees rarely develop into high-quality long-term team members who contribute to a remarkable customer experience. So those first impressions of the work and how they go about it are crucial.  The good news is […]

    Read more: Employee Experience STarts at the Beginning