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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Communications Planning

At Arthur Andersen, communications planning was part of my day-to-day activities. And I was trained to plan communications. Our marketing department had a distinct way of doing this. (In fact, it was at Arthur Andersen that I received training on The 7 Habits.) To this day, I apply communications planning to strategic communications for service-based clients.…

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Giving Others a Vote of Confidence

Taking the time to let those in your professional network know that you support them is an important but not urgent activity.  An easy way to do this is to endorse them on LinkedIn. Endorsements are those opportunities you see to “check off” that a connection knows her stuff.  As opposed to recommendations, which are another…

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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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Focusing on Your Purpose: Part 1

With a title like “Focusing on Your Purpose,” you might expect a very long post. But it’s Saturday night and another Q2 activity awaits–watching a movie with my husband. So, I’ll keep it simple and address the idea in parts. I came into the awareness this week that I have been ignoring my purpose. Well,…

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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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Planning Never Gets Old for Project Managers

I manage projects, for my own clients and select agencies.  Project management just comes with the job when you’re an in-house marketer, which is what I was before starting my own gig. Aside from taking an e-learning course once, attending a PMI meeting as a guest, hanging out with Phoenix Digital PMs, and listening to…

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Planning for an Expense: Day 9 of #30DaysofQ2

Financial planning. Budgeting. Forecasting. The most organized, business savvy folks wouldn’t DREAM of not planning when it comes to money. And yet the solopreneurs I speak to sometimes are not planning for an expense. What I mean by this is they have not thought about what they would like to spend on a given service.…

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