Eventbrite - On the Right Mind and Reshape Innovation presents Unlock your visual thinking skills - Sketchnoting 101 - Thursday, June 30, 2016 at Coworkrs, New York, NY. Find event and ticket information.
Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much a customer feels that they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand becomes part of a customer’s life. One of the best tools for examining engagement is the customer journey map.As the Cherokee tribe used to say
Dave Wood's insight:
As a coach have you visually mapped your "client's journey"? Or helped them visually map their client's journey ? Some great links in this article.
The word “resilience” is popular right now. We’ve worn out “sustainability” and we want to build a business culture that helps our organization stay on the cutting edge. But how many of us think about what resilience really means? Here’s a definition for you:
Resilience: the capacity of a system to absorb disturbance and re-organize while undergoing change so as to still retain essentially the same function, structure, identity, and feedbacks.
So, a resilient team can deal with the inevitable and ever-more-frequent changes we experience in life, and get back on track. But is simply getting back to where you were before what you want? Does this sound like an organization that is cutting edge? Isn’t there something more?!
I’m so glad you asked. There’s a brilliant guy named Nassim Nicholas Talib that wrote a little book called Antifragile. Now stay with me here, I see your eyes glazing over at some jargon-y, made-up business word. I promise you this one is worth thinking on. Antifragile is one of those books that is so packed with ideas that make my mind stretch, that I have to take a moment to process each paragraph I read. It’s awesome.
Talib describes the essence of antifragile as the following:
Some things benefit from shocks; they thrive and grow when exposed to volatility, randomness, disorder, and stressors and love adventure, risk, and uncertainty. Yet, in spite of the ubiquity of the phenomenon, there is no word for the exact opposite of fragile. Let us call it antifragile. Antifragility is beyond resilience or robustness. The resilient resists shocks and stays the same; the antifragile gets better (pp. 433-435).
See what I mean? That is an INCREDIBLY POWERFUL idea. Change hits, and instead of somehow making it back to the way things were before, your team actually improves? Yes, please.
So how can you create a culture of antifragility?
It takes intentional work. Central to building a high-functioning team is good communication. Regular, transparent and open communication nurtures trust, and creates a positive feedback loop of good communication.
Feeling like you’re in a communication rut with your team? Three words for you: Draw. It. Out.
Using drawings, especially simple ones, is a phenomenally useful and fun tool to build a culture of great communication and antifragility. Doodling complex ideas helps you clarify what’s most important and simplify the ideas to more easily explain to others. Inviting other team members to collaborate with you and share what they’re seeing opens eyes to new perspectives, new connections, and create a sense of shared ownership of ideas, which leads to a higher likelihood of action. Even if it looks messy, it’s about the process. It’s about sharing ideas and working together. Then being able to refine and share your story so that when sh*t gets real, everyone knows what the vision is, and feels the confidence to move toward antifragility.
Partnering with a graphic recorder can help you take a step back, think critically about the situation, and give your notes an extra pop of drawing expertise. Or, if you're itching to take the reins (ahem, markers) yourself, getting personalized training from a visual creativity coach can help you take your ideas to the next level.
Click on the image below to see the larger version.
What do you think about antifragile? Come on over to the blog and share in the comments so others can benefit from your wisdom.
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Once again, thank you from my heart and soul for your support, great senses of humor, brilliant minds, collaboration and what you're each doing to make the world a better place.
You don’t have to be an artist to draw out your ideas, but it’s pretty fun to work with one. If you’d like to bring me on for your next event or work with me one-on-one to improve your skills to draw out ideas, let me know by clicking that nice button down there.
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Next week I'm headed to Salt Lake City to help them create a visual summary map of what they've been hearing in 1 1/2 years of outreach around ending homelessness in SLC. This drawing is something they can use to help the group is build on what the City has heard from the community, rather than repeating what they know already.
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