The Weekly Minute - December 8, 2023

HI all! Happy Friday. Excited to share some interesting reads, thoughts and quotes in today’s post as we get ready for another December weekend. 

Thanks so much for reading and following along! Please enjoy below. 

What I Read

• Use Strategic Thinking to Create the Life You Want (via Harvard Business Review) 

  • In corporate strategy projects, executive leadership teams work through a series of questions to determine how their businesses can succeed. HBR says that Individuals can use a similar process to figure out how to live a meaningful life.

  • It starts with defining what makes a great life for you and then outlining your purpose and vision.

  • You must also look at your current “portfolio” — the areas in which you spend your time and energy — to see if you’re investing the best of yourself in the activities most important to you.

  • Finally, you’ll want to identify areas where you need to make changes, and then ensure you follow through with objectives and key results. 

• Guided Customer Experience: Why Merging AI with a Human Touch Drives Increased Revenue (via CX Today)

• In a world where technological advancements continue to drive productivity, growth, and profitability, it’s often easy for businesses to default to automation and artificial intelligence in order to deliver the experience they think their customers crave.

• This technology can be transformational, of course. However, to gain a competitive advantage, a seamless transition between, say, chatbot to live chat, or email to real agent, has to be a part of the whole.

• It’s about those often-intangible elements to a satisfying customer interaction, such as empathy, tone, and a deep appreciation of nuanced challenges and how to resolve them.
  

On Meetings (h/t James Clear)

• Business executive Jay Ferro reveals a truth about work:

  • “The three stages of career development are:

    • 1. I want to be in the meeting

    • 2. I want to run the meeting

    • 3. I want to avoid meetings.”
      

On Failing

• Fail like a scientist

• Scientists don’t design experiments aiming for specific outcomes. They run experiments to answer open questions. 

• We need more people with the courage to act like this – and to respond like this 
  

Importance of Experience

• I added this on my LInkedIn earlier this week but wanted to share here as well: In a world inundated with choices -- where attention is the new currency -- the secret sauce (and key differentiator) to success lies in crafting an extraordinary customer experience.

• Let's dive into the heart of the matter -- because in a noisy marketplace, being heard is a rare commodity.

• 🛍️ The Symphony:

  • Think of your business as a grand symphony, and every touchpoint with your customer as a note. The harmonious melody that emerges is the sum of these experiences. Your customers/patients aren't just buying a product or service; they're investing in an emotion; a story. 🎶

• ⚕️ Experiences in Healthcare:

  • Now, let's apply this to the healthcare realm—a space often perceived as complex and impersonal. Imagine transforming a care visit into a journey of compassion, empowerment, and understanding. Beyond medical care, it's about human connection and the reassurance that they are not just patients but individuals with unique stories. 🏥✨

• 🚀 The Ripple Effect:

  • A stellar customer experience creates ripples that extend far beyond a single transaction. Satisfied customers become brand evangelists, sharing their positive encounters with friends and family. In healthcare, this can lead to improved patient outcomes, increased trust, and a community that champions well-being. 🌊

• 💡 Designing Moments That Matter:

  • In the customer experience playbook, every interaction is an opportunity to create a lasting memory. Whether it's a friendly receptionist, a user-friendly app, or a caring nurse, these moments define your brand. In healthcare, the smallest gestures—a reassuring smile or clear communication—can profoundly impact the patient's journey. 🌟

• 🌐 Connectivity in the Digital Age:

  • In our interconnected world, technology plays a pivotal role in shaping experiences. Seamless online platforms, personalized communication, and digital innovation can bridge gaps and make healthcare more accessible. Let's leverage those tools at our disposal to humanize the healthcare experience and foster a sense of community. 💻🤝

• 🌟 Challenge for the Peeps:

  • How can you elevate your customer experience game? Whether in business or healthcare, ponder on ways to surprise, delight, and genuinely connect with your audience. Remember, the most memorable experiences aren't just felt; they're shared.

• Let's create these symphonies of remarkable experiences together.