One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience.
Have you ever heard of an ambivert? No, it isn’t a West Texas animal or a driverless vehicle. An ambivert (and I confess to being one) is, by definition, “a person whose personality has a balance of extrovert and introvert features.”
A young man came up to me after a speech and said, “may I ask you a question? I’m curious – who motivates the motivator?” Then he added this. “I mean, how do you get yourself to focus on what really matters?” Great question.
Logic – and oddsmakers – have always said it is “easier” to win at home, yet in each of the most important moments this post-season, the Avs did it “the hard way,” winning while entire arenas filled with fans jeered their every move.
Much is written about understanding a customer’s journey through an organization’s service processes. Organizations train for a friendly customer greeting and effective hosting. They scrutinize associate handoffs and communications.