Customer Experience is one of those buzzy terms that is typically associated with technology. Wikipedia has this definition: “customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship.“
A good thank you shows appreciation for someone. Store bought thank you cards are one method, but they lack a personal touch. This is why I have now adopted a post-card thank you.
In my ongoing effort to remember what I have read, some notes on an excellent, although time-warped, book: Winning Decisions: Getting It Right the First Time; J. Edward Russo, Paul J.H. Schoemaker.
Continue readingTwo previous blogs* about the Experience-database (Ex-db) discussed how individuals use this tool to track what they have done to respond to job ads or consulting opportunities. Can the value be increased with the employer being part of the tracking effort? For organizations thinking of implementing a talent management tool, creating an interim one based on this thought-exercise can be a useful proof of concept in understanding what information and processes are useful before buying.
Continue readingDiscusses utilizing the Experience Database (Ex-db) to record and analyze experiences. It guides users on populating four key tables with their information and introduces job application statuses. Users can generate reports to compare their capabilities with job requirements, enhancing their resume and job application process.
Continue readingI am 50-[COUGH] years old meaning that I have been working since the 80’s or about 30+ years. If you are like me, remembering what you had for breakfast is challenging enough as compared to what you were working on years ago.
Continue readingIn a previous blog I introduced the concept of the 4 Cs: Communication, Coordination, Control & Command. These are management and organizational tools to achieve short- and long-term objectives. They also have their own individual costs, benefits and effectiveness. In this thought exercise I want to focus on the impact the above have on organizational trust.
Continue readingIn my ongoing effort to remember what I have read, some notes on Stephen M.R. Covey’s book ‘The SPEED of Trust: The One Thing that Changes Everything‘.
Not THAT Stephen Covey but the son who is continuing the family tradition of writing. To be honest, this Covey is a better writer than his dad and the Speed of Trust is a good read. The examples are relevant and his personal experiences applying the concepts makes the book very genuine.
There is a lot to the trust model: Trust Taxes and Dividends, Five Waves (starting with the self), 4 Cores of Credibility and 13 Behaviors, whew!
The good news is that the book can be distilled down to a few key messages:
If you don’t want to read the book but want more details, the following document courtesy of Soundview Executive Book Summaries provides the highlights of the book. A Google search will lead to results and other summaries.
Although I think there are too many moving parts in the model for it to be practical the underlying principles are sound. Trust saves money, generates income, supports efficient and effective people/family/organizations/ societies and quite frankly is always preferable to a non-trusting environment.
The 1 sentence summary: trust greases the wheels of organizations, families and societies; it is a function of Character and Competence ; trust is built up over a lifetime and can be lost in an instant.
I have a very vague recollection that the 4C’s concept was taught to me in my very brief stint in the Canadian Navy by a Chief Warrant Office. Unfortunately, I cannot find anything to collaborate this so I guess I may not owe a debt to that old sea-dog.
Continue readingHere is a hack to save a few minutes of time during your day, use your signature file (particularly in MS Outlook) as a template for emails. Of course MS Outlook has an email template and it can be the basis for very consistent and very sophisticated content – and that is the problem.
Continue reading
