I loved that James Dodkins couldn’t find a comprehensive Customer Experience Quotebook, so he decided to create one by assembling the best of the best from our current era of CX luminaries and Business leaders.
Let’s review my choice of the very best best ones ๐
You can get a FREE copy of the CX Quote book with 365 insights with some additional bonuses. One Inspiration for every day of the coming year perhaps?
There are always more questions than answers ๐ However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
Stay with me for this one. James Dodkins says he just cut n pasted the best CX Quotes into his cornerstone work of 365 CX Quotes. He didn’t because I was there to see the process… try this google ‘Great Quotes’* and you will have some idea of the size of the task in hand.
* It produces results of nearly two billion. ๐ฑ
And we all know that 95% of those are dross. So that leaves just 10 million half ways decent ones to get it down to 365 which itself is a herculean task. However he did it, and you can get the results for free (see the link below). One a day CX quotes to brighten the dullest day. And without the dross.
Talking of arrogance and dross produced a really nice quote from that brilliant sci-fi guy, Isaac Asimov.
Let’s just say, like some of us, he doesn’t suffer fools gladly…
Now I would have included that, but I also know James Dodkins hates with a passion sci-fi. Don’t mention Star Trek, Star Wars, or Space Rangers. You will become persona non gratis ๐ Hence Isaac isn’t in this book…..
Even so, this book is an inspiration. Open it at random and you might get your thoughts changed for a day or two. Or treat it like a 365-day advent calendar and regale your friends with a quote a day for a year – no don’t do that, it is too nerdy.
Here are a couple of fine examples.
I especially like this one. Been there and done that way too often.
Here’s a link that will get you this work of a genius (OK then, the work of the CX RockStar)
There are always more questions than answers ๐ However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
Entrepreneurs are often interested in physical strength and health, but mental strength is even more important. Mental strength is a critical characteristic for entrepreneurs, as many articles address tenacity, โgrit,โ optimism, and unfailing ability to โfail up,โ as David Williams of Forbes puts it.
do not resist change, embrace it
However, mentally strong individuals avoid doing certain things as well. Licensed Clinical psychotherapist and social worker Amy Morin[1] created a list of things mentally strong individuals donโt do as part of LifeHack. It inspired me enough to summarize and spread it around, and Iโll add my thoughts on how these things relate to entrepreneurs.
Mentally strong individuals donโt waste time feeling bad for themselves. They donโt waste time thinking about how theyโve been wronged. They are responsible for their actions and consequences and realize that life isnโt always fair. Even though they emerge from difficult situations with self-awareness and gratitude for the lessons learned, they can respond to an unfavorable outcome with the phrase โOh, well.โ Next!โ or simply โNext!โ
Hand their Power to Others. Mentally strong individuals avoid relinquishing control to others, ensuring they do not feel inadequate or inferior. They understand that they are in charge of their actions and emotions. They acknowledge that their strength lies in managing how they respond.
Seeing change as an enemy A mentally strong person accepts change and challenges with open arms. If they have a greatest โfear,โ it is of becoming inwardly focused, complacent, and stuck. An environment of change, challenge, and uncertainty can energize a mentally strong person and bring out their best.
Waste time on things beyond their control. A mentally strong person doesnโt whine about bad traffic, lost luggage, or other people (as these things are usually outside of their control) but instead focuses on what they can control: their response and attitude. Even in a bad situation, they know that the only thing they can always control is their response and perspective, and they make the most of these attributes.
Wanting to be liked by everyone. Do you know any people pleasers or people who go out of their way to displease others to reinforce an image of strength? Neither position is good. A mentally strong individual aims to be kind and just, in addition to pleasing others if appropriate, but they are not afraid to speak up. They can deal with difficult situations where someone might become upset with grace, if possible.
Worry over taking Risks. A mentally strong person is very willing to take calculated risks. This differs from taking foolish risks. However, with mental strength, an individual can weigh the risks and benefits thoroughly, consider the potential downsides and even the worst-case scenarios before taking action, and make a rational decision.
Lament and become sentimental about a past event. A mentally strong person can avoid miring their mental energy in past disappointments or fantasies of the โglory daysโ in the past. Acknowledging and learning from past experiences, in particular, provides mental strength. Investing the majority of their mental energy in creating an optimal present and future is what mentally strong people do.
Avoid Habitual Mistakes. The definition of insanity is when we take the same actions repeatedly while hoping for a better outcome than we got the last time. We all know what it means. A mentally strong individual acknowledges responsibility for previous actions and is willing to learn from errors. According to research, one of the greatest strengths of successful executives and entrepreneurs is their self-reflective, accurate, and effective way of thinking.
Avoid the Green Monster trap. It takes strength of character to be genuinely pleased and enthused by other peopleโs achievements. Mentally strong people possess this skill. When others succeed, they donโt become jealous or resentful (although they may carefully observe what the individual did right). They work hard for their own success rather than taking shortcuts and are willing to do so.
Surrender when they fail. The most outstanding entrepreneurs acknowledge that many failures characterized their first efforts. Every failure provides an opportunity to improve. Mentally tough individuals are willing to fail repeatedly as long as they can learn from each โfailure.โ They donโt fear being alone; they treasure and even enjoy it. During their downtime, mentally strong individuals reflect, plan, and accomplish things. They donโt need others to keep them happy and cheerful, so they donโt rely on others. They can enjoy being with others and also enjoy being alone.
ย Understand that the world owes them nothing. Employees and executives at all levels realize that the world does not owe them a salary, rewards package, and an easy life regardless of their education and preparation. People with mental strength are prepared to work and succeed on their own merits at every stage of life.
Those who want immediate results will be disappointed. Even when they start a business or begin a workout plan, people with mental toughness are in it for the long haul. They know that they must take measured doses of time and energy and celebrate each step of success as they go. They have staying power and recognize that real change takes time.
Are you mentally tough? What areas of these habits do you need to strengthen?
There are always more questions than answers ๐ However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
Dr. Durrell Ramrathan is for many an unsung hero carving a path for the rest of us to follow as he takes CX and Analytics to the next level. This recent keynote is exactly what |I am talking about, chokka block full of useful practical guidance and some great stories at the same time.
Watch the presentation here and download the transcript below.
There are always more questions than answers ๐ However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
QUESTION 1: Why do so many organizations struggle to become truly customer-centric?
ANSWER: They are using an out-of-date mindset. The thinking is borrowed from the industrial age when optimizing production and throughput was the thing. That way of thinking is about production management, efficiency, effectiveness, and waste elimination. Does that sound familiar? The mindset is not exactly customer focussed.
Next
QUESTION 2: What is (probably) the biggest hurdle to becoming Outside-In and customer-focused?
ANSWER: It is getting passed this industrial age mindset and all the things that come with it. For instance, it is our reward structure. It’s the approach to employee empowerment. Another one is rigid out of date linear processes and systems. I think you get the picture.
Alright, one more concern.
QUESTION 3: If listening to the customer is so important, then what is โbest practiceโ and the emerging next practice?
ANSWER: Often times many companies try to drive forward by only looking in the rear-view mirror. That is by listening to subjective perceptual historic feedback rather than paying attention to every interaction 100% of the time.
The GOOD news isโฆ
In the ACX Masters program, we show you step-by-step how to handle these challenges so you donโt have to Fall into the Bear Pit.
You can get the full scoop and preview here at the BP Group site.
Cheers for now!
There are always more questions than answers ๐ However, in the ACX Masters program, we cover all the bases and provide a set of tools and approaches that enable you to WIN THE TRIPLE CROWN in every CX initiative Join us soon!
SEEING THE WORLD AS IT IS CAN BE A CHALLENGE FOR SO MANY PEOPLE
The other day I was rewatching The Matrix – can you believe that was released in 1999?… but I digress.
One of the most interesting scenes is where Morpheus presents Neo with a choice of the red pill or the blue pill. What was Neo’s response to the offer?
As described by Morpheus: “You take the blue pill…the story ends, you wake up in your bed and believe whatever you want to believe. You take the red pill…you stay in Wonderland, and I show you how deep the rabbit hole goes.” Neo chooses the red pill and joins the rebellion.
What will your choice be – Red or Blue?
Yes, he chose to see the world as it really is, not as it appeared to be….
Thatโs a lot like the choice companies face now. Do they carry on living in the blissful ignorance of a collective hallucination from the industrial age, or do they see the world as it really is now.
Maybe Iโm geeking out on this a bitโฆ
But when youโre as immersed as I am into Outside-In and Customer Centricity you just start seeing these little lessons everywhereโฆ even in popular films.
We do a lot more about moving beyond the hallucination during the ACX Masters 4 day program.
Simple things can be very very effective and that is certainly the case with this ‘go-to’ template. Based on the Next Practice of some of the worlds leading companies completing this could change the way you think and do business forever.
It is my first interaction with Top Teams and Leaders and I use it as my first conversation with anyone who says they are tasked with helping transform their organisations (and themselves sometimes!)
[PRESSRELEASE] DENVER, COLORADO – August 31st, 2022
BP Group, the leader and creator of the CEMMethodยฎ in 2006, announced that Multichoice Group Executive Head of Customer Experience and Operations, Roland D. Naidoo, successfully completed all the requirements to qualify as an Accredited OKR Coach fully.
For the full Press Release, go here OR click the button below.
When Steve Jobs kicked off the Customer Experience (CX) movement in 1997 (video here), he crystallized the idea of understanding customer NEEDS before doing anything else.
At the same time, another CX genius, Jeff Bezos, was three years into creating the most profitable company on the planet and precisely understood the working backwards imperative.
A young fresh-faced Jeff Bezos
There is this Need (even though customers donโt know it yet), and I can create the desire and meet that Need now. The rest is history. Watch the 2-minute video here.
Jeff Bezos
Do you want to embrace advanced Customer-Centric thinking and become Outside-In?
