Businesses shouldn’t just solve problems; they should create experiences that transform how customers feel and behave. Having a unique and memorable customer experience is one of the most powerful ways to build a brand. Your brand is the promise you make. Your customer experience is how you deliver on that promise.
Tag Archives: Leadership
The Standards You Choose to Reinforce Become Your Culture
Many years ago, I was invited to advise a large educational publishing company in Mexico. I met with the Director of Publishing. We had met the year before, after he attended one of my innovation workshops. We exchanged pleasantries, talked about his goals, and eventually he told me what he was looking for.
So What?
Nobody buys AI. Nobody buys innovation. They buy better outcomes.
Are You Inviting or Blocking Ideas?
There’s a tell. It usually comes early in a conversation, before the idea has even fully landed. It sounds like: “We’re not doing that.” “That’s not how we operate.” “We’ve already decided.”
Stop Chasing AI Productivity. Start Solving Constraints.
A business leader I spoke with recently described his company’s AI strategy in one sentence: “By the end of this quarter, we want to achieve a 10% uplift in productivity using AI.”
The Princesses Love Me
My niece Valeria is three years old. On Sunday, she wore Princess Aurora’s dress to Disneyland. There’s a spot on the side of the castle, easy to miss if you’re not looking for it, where Disney stations its princesses to meet children and take photos. My brother took her there. She met Ariel, Jasmine, and Cinderella. She spotted Snow White walking nearby. Each princess greeted her, looked at her, spoke to her.
Have You Tried?
When people tell me it can’t be done, I don’t ask why not. I ask: Have you tried?