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Recently my team and I met with a healthcare organization to discuss transformative change around their consumer experience practices. Their CEO handpicked the attendees – and they represented all aspects of the company. Each one, in their own unique and specific way, held responsibility for consumer and employee experience. It was this CEO’s hope that…
Read MoreWhat I Was Doing – The Story… Well, here I go again! I’m going to get on my pedestal and talk about how frustrating it is to hear about patients (consumers) having unacceptable experiences within our healthcare system. As many of you know, my life and career is focused on creating experiences and innovations that…
Read MoreWhat I Was Doing – The Story… This past Friday I attended the inaugural Harvest Summit. Over and over again during the event, a verse from the Bible, Luke 2:10, kept coming to mind: “The harvest is great, but the workers are few…” Now, I am not trying to be over spiritual here – so please stay…
Read MoreWhat I was doing… This past week I spent three days with 70+ future forward movers and shakers in Austin, Texas. Our group, Innovation Learning Network focused on becoming Architects of Better Futures & the Rites of Passage of the 21st Century: the Ten-Year Landscape with The Institute For The Future. Then we looked at Discussing Design Without Losing…
Read MoreThis past week while reading a few blogs by some of my favorite thought leaders, I came across a blog post by Alan Ayers, The Injustice of Bad Customer Service. In this post, Alan talks about how all of us have been “wronged” by bad consumer experiences. We all love to talk about them, post them…
Read MoreYears ago when I stepped into a leadership role, I never anticipated how often I would be expected to step outside of my comfort zone and face my fears. Through the years the one key lesson I’ve learned is if you do not face the fear – whatever it is – you will go right back around that mountain…
Read MoreKnow Me! Surprise Me! Make It Easy For Me! Those three simple statements say so much and should be very easy to do, but it seems like in the world of knowing your consumer and how to best meet their needs it is very difficult. These three principles are no negotiables as a leader within any organization…
Read MoreTwo weeks ago I began the series “It’s Not About You! – Leadership Principles to Live By”. This week I want to focus on a new podcast I was introduced to by one of my team members, James Kanka (James, thank you for this amazing tool in my life.) Forgive me for a moment; I have to tell you about James. James is…
Read MoreAre you listening to me? Over the past ten years in my career I have had the privilege to meet with hundreds if not thousands of consumers from all walks of life. In this journey, I have focused primarily on well-being and what we could do to enhance one’s well-being. I have come to one conclusion,…
Read MoreThis past week I was reminded of the unrivaled value of strong leadership and mentorship, and their power to enact positive change. Over the past 20+ years, I have had the honor to lead all types of people, groups, and organizations. Some have been great, and some, well you know, not so great. But, there is one principle I have…
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