In this episode, Todd Kirk and Casey Trujillo explore the importance of recognizing opportunities in customer experience through the metaphor of surfing. They discuss how to embrace a mindset of continuous learning, the significance of building trust with customers, and the need for cultural adaptation in business practices.
Takeaways
Taking time off can lead to fresh perspectives.
Data should be viewed as an opportunity for discussion.
Patience is key in recognizing opportunities.
There are always more opportunities, or 'waves', to catch.
Mindset shifts can lead to better outcomes.
Building trust is essential for effective communication.
Cultural adaptation is crucial for customer success.
Understanding customer initiatives can drive engagement.
Continuous learning is necessary for personal and professional growth.
Feedback from colleagues can enhance understanding of opportunities.
Contents
00:00 Introduction
01:34 Lessons from the Ocean: Customer Experience Insights
10:20 Recognizing Opportunities: The Waves of Change
12:44 Mindset Shifts: Embracing Continuous Learning
19:20 Building Trust: The Lifeguard Analogy
26:19 Cultural Adaptation: The Al Pastor Taco Story
30:47 Catching Your Waves
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
