-
Let Your Values Guide Your Policies
Read more: Let Your Values Guide Your PoliciesThe 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 […]
-
Kairos – My 2023 One Word
Read more: Kairos – My 2023 One WordKairos – 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. […]
-
What do you need to BE in 2023?
Read more: 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 […]
-
My Favorite CX Podcasts
Read more: My Favorite CX PodcastsWhile 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 […]
-
Disagree and Commit
Read more: Disagree and CommitOne 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 […]
-
Happy Labor Day!
Read more: 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 […]
-
Discipline Leads to Freedom
Read more: Discipline Leads to FreedomLast 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 […]
-
How Will You Transform Your Clients?
Read more: 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 […]
-
You Already Have a Culture Committee
Read more: You Already Have a Culture CommitteeI 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. […]
-
Employee Experience STarts at the Beginning
Read more: Employee Experience STarts at the BeginningIf 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 […]
nathanschock.com 