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Rescooped by Debra Walker from Business Brainpower with the Human Touch
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Change Leader, Change Thyself

Change Leader, Change Thyself | QUAC Design Thinking | Scoop.it

Leo Tolstoy, the Russian novelist, famously wrote, “Everyone thinks of changing the world, but no one thinks of changing himself.”

 

Tolstoy’s dictum is a useful starting point for any executive engaged in organizational change. After years of collaborating in efforts to advance the practice of leadership and cultural transformation, we’ve become convinced that organizational change is inseparable from individual change. Simply put, change efforts often falter because individuals overlook the need to make fundamental changes in themselves.

 

Building self-understanding and then translating it into an organizational context is easier said than done, and getting started is often the hardest part. We hope this article helps leaders who are ready to try and will intrigue those curious to learn more.


Via The Learning Factor
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The Learning Factor's curator insight, March 31, 2014 3:32 PM

Anyone who pulls the organization in new directions must look inward as well as outward.

Nadene Canning's curator insight, April 1, 2014 9:16 AM

Self-understanding ... feel, think, act, observe, listen, reflect, question 

Graeme Reid's curator insight, April 1, 2014 6:55 PM

Great article from McKinsey on organisational change and the need for greater self awareness.

Rescooped by Debra Walker from New Customer - Passenger Experience
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Building #Customer Relationships in 4 Steps

Building #Customer Relationships in 4 Steps | QUAC Design Thinking | Scoop.it
In order to set up and manage your relationships with individual customers, you have to accomplish four basic things:
Identify customers individually.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

I love that these concepts can also apply to those who are working with internal customers as well.  Often times I see that there is more of an effort to practice these 4 steps externally without recognizing that a "captive" internal audience deserves the same consideration and care.

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Eric_Determined / Eric Silverstein's curator insight, January 5, 2014 3:52 AM

The customer experience involves internal steps through customer insight/data gathering, which then requires operational commitment and training in order to properly engage with your customers. 


Share your experience on how those 4 steps have been implemented at your company?


Which brand experience you were most impressed with in 2013?



Paris Stephane's curator insight, January 6, 2014 3:23 PM

Important dans une démarche Customer centric

Rescooped by Debra Walker from Just Story It! Biz Storytelling
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Creating a Company Vision Story

Creating a Company Vision Story | QUAC Design Thinking | Scoop.it
Do you have a vision of where your company will be in three years? In five? 10? Here’s a sure-fire way to get clear about the future you want.

Via Karen Dietz
Debra Walker's insight:

Visioning is critical for ensuring everyone in the organization can "see" the orgn in the future.  Stories are powerful!

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Freddy Bolívar's curator insight, September 10, 2013 8:57 PM

El poder de una visión......

Ali Anani's curator insight, September 11, 2013 3:25 AM

A must read. Fabulous article

Karen Dietz's comment, September 11, 2013 8:54 PM
How cool Linda! That must have been a real treat. And thank you Freddy and Ali for your comments.
Rescooped by Debra Walker from New Customer - Passenger Experience
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Rules of Customer Engagement - TRUST!

Rules of Customer Engagement - TRUST! | QUAC Design Thinking | Scoop.it
As I mentioned above, 90 percent of buyers trust a network referral.  Leaving us as businesses to ask, who represents the network and how do I gain the support of those influencers to evangelize my business.

Via Eric_Determined / Eric Silverstein
Debra Walker's insight:

Excellent article with "simple" common sense thoughts on connecting with customers.  Thank you. 

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Ranjit Kovilinkal's curator insight, January 12, 2014 10:37 AM

Taken from ZMOT by Google. Very interesting and must read!

http://www.google.co.in/think/collections/zero-moment-truth.html

Local Search HQ's comment, January 14, 2014 7:04 AM
Thanks alot for this excellent blog. Very useful points shared.
Eric_Determined / Eric Silverstein's comment, January 14, 2014 11:43 AM
Hi Local Search HQ, thanks for your positive comment. Cheers, Eric
Rescooped by Debra Walker from New Customer - Passenger Experience
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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | QUAC Design Thinking | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 27, 2013 4:59 AM

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?