Human-Centered Change & Innovation Weekly #161
Braden Kelley
Keynote Speaker, Best-Selling Author and LinkedIn Top Voice - follow for Human-Centered Change and Innovation Insights.
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This week we bring you articles from Shep Hyken, Mike Shipulski, Greg Satell, Art Inteligencia, Janet Sernack, Howard Tiersky and Robyn Bolton on customer journey maps, culture, leadership, training customers, psychology, digital strategy, success and innovation.
Any reactions to the articles? Leave them in the comments below!
Guest Post from Art Inteligencia
In the evolving landscape of customer-centric business, the customer journey map has emerged as a pivotal tool. It serves not only as a means to visualize the customer experience but also as a strategic asset to drive innovation and transformation. By mapping out the customer journey, organizations can ...
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Guest Post from Janet Sernack
Amazingly Fabulous Tools is an award-winning, entrepreneurial market leader in the global machine engineering industry. The ambitious and proactive CEO Charlie Chaps invested in dispatching a Terrific Team of Enthusiastic Engineers to ...
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Guest Post from Mike Shipulski
Everything has a half-life, but we don’t behave that way. Especially when it comes to success. The thinking goes – if it was successful last time, it will be successful next time. So, do it again. And again. It is an efficient strategy – the heavy ...
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Guest Post from Howard Tiersky
If I told you I had a document in my hand that was the new digital strategy for your company, what would you expect it to contain? A list of projects? A “mission” statement? A technology vision? A competitive market analysis? A financial forecast? One of the problems with the label “digital strategy” is that ...
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Guest Post from Robyn Bolton
How many times a day do you ask someone to do something? If you total all the requests you make of coworkers, family members, friends, people at restaurants and shops, and even strangers, the total is somewhere between 100 and 1 bazillion.? Now, what if I told you that by including just one word in your request, the odds of receiving a positive response increase by 50%?
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Guest Post from Shep Hyken
More and more, customers are open to using self-service solutions. Our customer experience?research?shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service ...
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Guest Post from Greg Satell
The practice of change management is a relatively young discipline. It got its start in 1983, when a McKinsey consultant Julien Phillips published a paper in the journal,?Human Resource Management. His ideas became McKinsey’s first ...
I hope you enjoyed this week's contributions from our guest authors!
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Your Host - Braden Kelley (a LinkedIn Top Voice)
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Really enjoyed the articles on innovation myths and uses for customer journey maps. Keep them coming!