Step by Step

Hello from the Trail!?This is?ExperienceCraft, a weekly LinkedIn Newsletter Series with exclusive insights on customer experience, courageous listening, and outdoor transformation. If you're new, welcome! And if you’re curious about how customer experience can be the strategic differentiator for your company, subscribe here .

Over the weekend I climbed 2,768 stairs to the top of the Manitou Incline outside of Colorado Springs. I was not alone in my death march, hundreds of other gluttons for punishment climbed alongside me. We huffed, puffed, and conquered the 2,000 feet of elevation gain in under a mile.

Why? Because tackling tough challenges makes everything else easier.

Of course, the outdoors had lessons to teach this weekend, as it always does.

Lesson 1: Ice is slippery. Wear crampons. And when you forget them, dig in hard and get stable.

Business Reality: The business world is full of slippery slopes and unexpected obstacles. Equip yourself with the right tools and strategies—your business 'crampons.' When challenges hit, dig in, find stability, and adapt fast. Success demands preparedness, adaptability, and resilience.

Lesson 2: Some steps are small. Some steps are big.

Business Insight: Business transformation involves both baby steps and giant leaps. A small step may mean streamlining the checkout process on your e-commerce platform while a big step might mean introducing a personalized, AI-driven recommendation engine for a tailored shopping experience. Recognize when to take each. Balance your actions with your goals for a sustainable and effective transformation.

Lesson 3: Take a break to celebrate. You can’t keep your heart rate at 150 bpm forever.

Business Wisdom: In the business rush, celebrate achievements. Boost morale, reflect on success, and recharge for the ongoing transformation. Recognizing progress fosters a positive work culture, sustaining motivation for the long haul.

Lesson 4: We’re all heading to the same destination. Some carry a 30-pound child, some run, and some take a rest every 5 steps. We’re all doing the best we can.

Business Teamwork: In business transformation, diverse teams move at different paces. Acknowledge and respect unique challenges. Some carry heavier burdens, others move faster. Support each other – empathy and teamwork are the keys to collective success.

Lesson 5: The journey is the destination.

Business Mindset: Business transformation isn't a one-time event—it's an ongoing journey. Embrace continuous improvement, adapt to evolving needs, and commit to enhancing the customer and employee experience. The journey itself becomes a valuable reward in the business transformation process.

As you navigate your business landscape, I hope these lessons can help you as well. Equip your teams with the right tools, balance your strategies, celebrate milestones, foster teamwork, and view business transformation as a continuous journey rather than a destination. The view from the top is worth the climb.

LoyaltyCraft was built out of a passion for helping companies create meaningful customer experiences. Founded in 2016 by Lauren Feehrer CCXP, we focus on strategy, qualitative research, customer design, and employee engagement to help mid-market companies open the door to new customers and keep existing ones from leaving out the backdoor.