Foundations

Why We Take a Holistic Approach to Service

Why do we take a holistic approach to service? Why does service experience design start with a broad view? David Clarke in an Adweek article says it best: Experience isn’t just one thing. It’s comprised of sales, customer service, order entry, human resources, quality assurance, shipping, billing, collections, maintenance—a hundred parts of an enterprise. Therefore, …

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Find Your Pillars

Self-discovery is a necessity for authenticity. And it never ends. But there’s nothing urgent about it, so making time to find out all that we believe in can be challenging. While some people are highly conscious of their beliefs–whether limiting, expansive, definitive, etc.–I suspect that they haven’t tapped into all of them. My take is there’s …

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Defining Success

I’ve discovered, with help from Michelle Lee, The Coachapist, that I make a lot of rules for myself that prevent me from having fun and being successful. I’ve focused on the importance of fun before but haven’t talked much about how spending time defining success is a valuable activity. In my case, I’m beginning to …

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Designing the Client Experience

Yesterday at Conscious Connections, Kristin Slice of Empowered Lab Communications presented on personal leadership.  The room was filled with conscious women business owners–and many of them one-woman shops. For those of us who have a background in marketing, we relied on our knowledge of product development and brand when starting our business. We (ideally) spent a …

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Process Mapping for Smaller Small Businesses

Processes are in place whether you design them or not. When you’re a smaller small–a solopreneur, solo service provider, or microbusiness–making time for process development can seem a luxury. A nice to have. And even sometimes “a waste of time” compared to the pressing needs (read: Quadrant 1) of sales efforts. This is as much …

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