I love a good transformation journey, of every size or type. Customer experience. Home design. Travel planning. I’ve even forged a handful of life overhauls in my 45 years, through how I engage with myself, relationships with others, and how I approach work.
So, I was excited to contribute to the Emotional Intelligence issue of the Granicus Learning & Development newsletter because I see so many connections between EQ and designing transformative experiences.
My Top 3:
1. Both start with awareness and understanding of current state. You won’t get anywhere if you don’t know where you are now. How can you better respond to your emotions or those of others if you aren’t first aware of them? How would you expect customers to access your services if they’re not first aware they exist?
2. Both also need a clearly defined goal or intention. Turns out, you also won’t get anywhere if you don’t know where you want to go. The trick is to not spin on trying to build a perfect roadmap to internal peace or the flawless digital service design. Life has too many variables and inevitable change to predict it all. Instead, establish a goal, stay focused on it, then be open and agile in your approach to new opportunities as they unfold.
3. At the same time, both require action to move to a new end state. So, stop just thinking about the change, and start taking steps toward the new goal. Any step. Learn from missteps and adjust quickly. Over time, you’ll move out of thinking about and practicing the change to eventually just being the change.
Check out my newsletter post: bit.ly/3ov0UJJ
#CX #EX #EQ #transformation #emotionalintelligence #customerexperience #design
So, I was excited to contribute to the Emotional Intelligence issue of the Granicus Learning & Development newsletter because I see so many connections between EQ and designing transformative experiences.
My Top 3:
1. Both start with awareness and understanding of current state. You won’t get anywhere if you don’t know where you are now. How can you better respond to your emotions or those of others if you aren’t first aware of them? How would you expect customers to access your services if they’re not first aware they exist?
2. Both also need a clearly defined goal or intention. Turns out, you also won’t get anywhere if you don’t know where you want to go. The trick is to not spin on trying to build a perfect roadmap to internal peace or the flawless digital service design. Life has too many variables and inevitable change to predict it all. Instead, establish a goal, stay focused on it, then be open and agile in your approach to new opportunities as they unfold.
3. At the same time, both require action to move to a new end state. So, stop just thinking about the change, and start taking steps toward the new goal. Any step. Learn from missteps and adjust quickly. Over time, you’ll move out of thinking about and practicing the change to eventually just being the change.
Check out my newsletter post: bit.ly/3ov0UJJ
#CX #EX #EQ #transformation #emotionalintelligence #customerexperience #design