Inspiration is contagious like COVID!
I’m an artist at living – my work of art is my life.
Be passionate about designing customer experience. Take personal interest in finer details of your product/service, even if its too insignificant for your role.
|If a picture is worth 1000 words, a prototype is worth 1000 meetings.|
It’s best to create a culture to experiment, test & pilot the hypothesis rather than deliberation, debate & finalize!
|Mind is never a problem, mindset is.|
All employees are good, any mind-block that makes someone pro or anti to a change is due to lack of clarity. Communicate beyond barriers to build strong bridges and change mindsets.
|The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.|
|Set it as your personal target to interact with at least 1 customer everyday, even if it is in an informal manner.|
|A little rain each day will fill the rivers to overflowing.|
|Leaders need to repeatedly and regularly connect with employees to emphasize the importance of customer experience. It’s not a one time fan fair event.|
|The customer is not always right, but they are always your customer!|
|It doesn’t matter who’s right, any way. Not all customers will fit into ideal customer profile. This agile mindset is the starting point for customer delight.|
|Don’t confuse customers who are to your company with customers who are loyal to your loyalty program.|
|Not all customers are loyal. Don’t get misled by rewards redemptions and impressions rates to gage customer engagement.|
|Use your good judgment in all situations. There will be no additional rules.|
| – Nordstrom’s employee manual|
|Processes, control measures, audits & automations should empower your employees to serve customers better and not meant to turn employees into robots that follow rule & script books.|