Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board. EVERYTHING.
The success of my vision board is a lot like a project I’m working on with some of my clients.
When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions:
“It’s six months from today. What does our customer experience feel/look/sound like?” and “What did (specific steps) we do to get to here?”
“How would __________ (Chick-Fil-A, Amazon, Aldi, Lexus, etc.) handle our problem?”
When teams explore answers to these questions, they are visualizing the change their companies need, and their customers deserve. After painting the picture of where they want to be and imagining how companies they see as fantastic with the customer experience would handle a similar issue, I guide my clients in planning their best customer experience.
De-escalation Training for Customer Service & Soft Skills Training 