Habit for Compassion: Communicate with Curiosity - Part 1
Gearmark - Revenue or Relationships Win Both
July 18, 2022
You can’t be curious about someone else unless you are willing to listen to them and understand their point of view.
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Tags: Customer Experience, Digital Transformation, Business Strategy
Why I took a class about compassion and what I learned - Part 1: How it started
Gearmark - Revenue or Relationships
July 11, 2022
We often take for granted that we know what compassion is and how it works. When I share that I recently attended compassion training people either chuckle or act like I didn’t say anything. But there are many who are curious about what I learned how it has had a profound impact on my life.
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Tags: Customer Experience, Digital Transformation, Business Strategy
The two-way street called loyalty
LinkedIn
May 27, 2021
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Tags: Customer Experience, Marketing
During COVID, Being a Leader Means Embracing Compassion
LinkedIn
September 24, 2020
...or Stop the Emotional Barf.
Emotional barf in the workplace. Eau, right? But lately, we see it too often. And it’s pretty awful. With COVID 19, the cultural realization of deep systemic racism, our environmental crisis, and unpredictable national, state, and local leadership, just to name a few issues, company leaders are experiencing a lot of emotions coming from their teams. And themselves.
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Tags: Leadership, COVID19
Leadership starts with how you lead yourself
LinkedIn
July 26, 2018
I think the hardest professional change is transitioning from "doing the work" to becoming a leader. There’s no guidebook for how to do it. There are no obvious signs available to tell us that we’ve made it. Other people may believe that we have achieved leadership status through how they experience us, but it’s close to impossible for us to see it ourselves.
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Tags: Customer Experience, Digital Transformation, Leadership
Looking for Women Leaders in all the Wrong Places
Impakter
April 24, 2017
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Tags: Diversity and Inclusion, Leadership
African American Youth Seeing a New Future
Impakter
March 27, 2017
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Tags: Diversity and Inclusion, HR, Leadership
Women Worldwide Assert Their Power through Necessity
Impakter
March 16, 2017
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Tags: Diversity and Inclusion, Leadership, Sustainability
The Case to Replace Intranets with Bots
UX Magazine
February 14, 2017
What’s more user-centered than simply asking an Intranet for what you want? Bots deliver just that.
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Tags: Customer Experience, Digital Transformation, Emerging Technology
Tackling Systemic Racism and Our Biases through Empathy
Impakter
November 23, 2016
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Tags: Diversity and Inclusion, HR, Leadership
Latino Children: the Potential for our Future
Impakter
October 17, 2016
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Tags: Diversity and Inclusion, HR, Leadership
Science, Critical Thinking, and Curiosity: the Trifecta For Our Children’s Future
Impakter
August 31, 2016
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Tags: Diversity and Inclusion, HR, Leadership
Was that Sexist? How Boundaries and Respect Could Eliminate Sexism
Impakter
July 19, 2016
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Tags: Diversity and Inclusion, HR, Leadership
The STEM Club: Are Fewer Women Joining?
Impakter
July 19, 2016
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Tags: Diversity and Inclusion, HR, Leadership
The Mobile Revolution: Reconstructing Familiar Interactions
UX Magazine
May 02, 2016
Mobile device hardware has evolved so now you can carry a device that the power of a mini-PC with you everywhere you go. With it, you can access content and tools on-demand. The smaller nature of these devices should require a very different interaction model and design patterns than tapping, typing on keyboards and swiping, similar to using a PC/Desktop. In some ways, I wonder if have we replicated the PC/Desktop experience on these smaller devices out of familiarity.
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Tags: Customer Experience, Digital Transformation
Process + Brand = Experience
Gearmark
January 15, 2010
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Tags: Customer Experience, Digital Transformation
Revenue or Relationships? Win Both: A Customer Experience Primer to Shift Your Perspective of Business
Gearmark
October 19, 2019
To create engaging customer experiences, you need to shift your perspective of business. The basics of business hasn’t changed. You still need a vision, a mission, a brand, an operations and action plan, and a way to measure success. But how you view your customers and inspire them to make decisions has changed with automation. Today, companies and their employees can directly interact with customers, creating a type of community. Add to that the emergence of more people-driven work methodologies, and you can see how successful business relationships are emerging to be as important as transactions in how they impact the bottom line. Business is about people, conversations, solving problems, and customer experiences. Closing a sale requires a successful customer relationship built over many interactions, digital or live. It’s hard to make a useful product without customer input and feedback. To keep a customer returning, you need to earn their trust and respect them during each experience of your brand. Such events can provide your employees the information they need to respect your customers and continue to build a relationship with them. Imagine what we could learn about our customers, our companies, and our customer experiences if we could measure that relationship value and contribution to the business? With automation, this may be possible. Discover the connection between relationships and revenue through customer experiences so your company can succeed in our automated world.
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Tags: AI, Customer Experience, Marketing
Listening
Gearmark
November 27, 2022
People ask me what I think the most important skill set is for a digital experience designer or strategist, and I always respond with“listening”. In this ebook, I describe my approach to interviews and listening.
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Tags: Customer Experience, Design Thinking, Digital Transformation
Assess for customer purchase journeys
Gearmark
November 27, 2022
What's the best way to use the information gathered during Listening to identify a company's symptoms and problems? This ebook outlines an approach that uses journeys and service blueprints plus some data analysis for interview/qualitative data.
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Tags: Customer Experience, Design Thinking, Digital Transformation
PART 2 Brand: How You Communicate the Experience
Gearmark - Revenue or Relationships Win Both
August 16, 2021
My favorite way to describe branding: It’s not what you do, it’s how you do it.
This workbook will guide you to consider what your brand is and to determine if it is consistent with your understanding of your company. From there, you can decide if you are communicating your company’s brand in the most effective and engaging way.
Questions you'll be able to answer after working on these exercises:
Is your company’s brand communication aligned with its brand values?
Does your company’s customer experiences reflect its culture and values?
How do you want your customers and stakeholders to experience your company?
Is the company’s brand and experience contributing to the bottom line?
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Tags: Business Strategy, Customer Experience, Digital Transformation
PART 1 Vision: What Is the Value You Provide?
Gearmark - Revenue or Relationships Win Both
July 19, 2021
As we all know, a company’s vision defines who the company is, what it does, and where it wants to be in the future. Rather than outline a plan to achieve goals, it outlines the value the company will provide now and in the future to various stakeholders, including customers, the industry, and society. A company’s vision is timeless, rarely changes, and is usually transformative and inspiring.
These workbook exercises will help you:
Evaluate and analyze your mission and vision statement,
Discover how your mission and vision statements do or do not contribute to your company’s culture, and
Determine your long-term direction to change an industry or the world.
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Tags: Business Strategy, Customer Experience, Digital Transformation
Gearmark
Gearmark
February 01, 2005
Partnered with numerous clients to provide strategy, planning, and implementation for various product, marketing, and customer experience/user experience initiatives. Work with B2B and B2C clients in technology, advertising, healthcare, media, travel, financial services, and insurance. Work completed ranged from strategy to UX to metrics analysis to managing roadmaps/story writing to content strategy. Major clients include revshop, HP/HPE, Blue Shield of California, Switchfly, and PsPrint. These were multi-year, multi-project engagements.
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Tags: Customer Experience, Marketing, Sales
Listening: Three Shifts You Can Make to Connect and Build Empathy with your Customer
Big Design Dallas
September 21, 2018
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Tags: Customer Experience, Design Thinking
Listening with Empathy to Connect with Customers
CX Talks
May 08, 2018
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Tags: Customer Experience, Design Thinking
6 ways to bridge the distance between UX and Agile Virtual Teams
Big Design 2015
September 19, 2015
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Tags: Culture, Customer Experience, Design Thinking
6 ways to bridge the distance between UX and Agile Virtual Teams
Agilie 2015
August 06, 2015
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Tags: Culture, Customer Experience, Design Thinking
Go from a Nebulous Vision to Iteration One in 3 Steps
Agile 2014
July 31, 2014
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Tags: Customer Experience, Design Thinking, Digital Transformation
Why I choose compassion over empathy. Every time.
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September 03, 2021
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Trust and brand: Target and the Mondawmin Mall in MD
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July 07, 2021
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Trust and authenticity:why it matters for brands and in customer experience
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July 06, 2021
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Tags: Customer Experience, Marketing
How people make decisions: The influence of biology on our decision-making capabilities
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March 10, 2021
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Tags: Customer Experience, Marketing
Diversity RD: Goal Setting Game
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February 10, 2021
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Tags: Customer Experience, Marketing
Loyalty: Customers want to see your company succeed - Part 1
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January 19, 2021
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Tags: Customer Experience, Marketing
Loyalty: Customers want to see your company succeed - Part 2
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January 19, 2021
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Tags: Customer Experience, Marketing
When the Basic Becomes a Revelation: Creating Content as an Expert
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October 06, 2020
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Tags: Customer Experience, Marketing
What happens when you compete on price?
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September 21, 2020
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Tags: Customer Experience, Marketing
The Impact of Company Culture on Customer Experiences
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September 09, 2020
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Tags: Customer Experience, Marketing
Measuring Brand
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August 12, 2020
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Branding: It’s not what you do, it’s how you do it.
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July 22, 2020
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Brand or Reputation? Identifying and resolving a common company challenge
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July 21, 2020
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Measuring Accountability: Measure the “fuzzy” with content analysis
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June 05, 2020
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Tags: Customer Experience, Marketing
short success video
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May 05, 2020
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Tags: Customer Experience, Marketing
Beyond Revenue: Measuring Success for Customer Relationships
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May 05, 2020
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Tags: Customer Experience, Marketing
Product Experience: Where Customer Expectations Are Met
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April 26, 2020
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Tags: Customer Experience, Marketing
Why does relationship building with customers matter?
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April 26, 2020
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Post-Purchase: Where Loyalty and Community is Built
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April 26, 2020
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Purchase: The Key Transaction Step of Any Journey
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April 04, 2020
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Tags: Customer Experience, Marketing
Promo #2: Revenue or Relationships? Win Both!
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September 25, 2019
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Tags: Customer Experience, Marketing
Daily Tips: Revenue or Relationships - Win Both!
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September 24, 2019
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Revenue or Relationships? Win Both!
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September 12, 2019
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Tags: Customer Experience, Marketing
The familiar, the intuitive, and Jef Raskin
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June 27, 2019
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Tags: Customer Experience, Marketing
Why I created Emotional Engagement: The Magic of any Customer Experience
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June 11, 2019
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Welcome to the Emotional Engagement Masterclass Intro Page!
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June 11, 2019
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Clip: Emotions and Feelings in Decision Making from the Webinar about Emotional Engagement
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November 27, 2018
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Tags: Customer Experience, Marketing
Clip: Value and Worth from the Webinar about Emotional Enagement
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November 27, 2018
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How to create unforgettable experiences - Take 2!
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December 14, 2016
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Tags: Customer Experience, Marketing