Month: December 2013

December 21, 2013 / Articles We Like

On: "4 Essential Ingredients in Consumer Storytelling"

We share this article by Diane Hessan because businesses that use narrative to communicate consumer stories can create real meaning for employees and decision makers, inspiring them to action by altering perceptions and assumptions. Storytelling is a synthesis of all sources of customer information, not just one person’s account, however inspiring, and offers insights to help businesses move in the right direction.

In the inc. article, “4 Essential Ingredients in Consumer Storytelling,” the author outlines four key ingredients for creating consumer stories that resonate:

Get personal and build relationships.
Plan deliberately and explore from different angles.
Use human intuition to find the story that matters.
Evoke emotions that inspire action.

Read more about these ingredients now.

What actions have you been inspired to take as a result of consumer narratives?

Comment below! Or pose a question via Ask Mariposa.

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December 21st, 2013|Categories: Articles We Like|Tags: business leadership, consumer experience, consumer storytelling, customer experience, customer narrative, diane hessan, effective management, executive coaching, inc magazine, leadership, Mariposa Leadership|

December 20, 2013 / Articles We Like

On: "The Role of Talent in Your Customer Experience"

We share this article by Jorie Basque because it links talent management processes with the customer experience, and describes steps HR and talent management leaders can take to directly impact their company’s customer service climate.

In the CX Journey article, “The Role of Talent in Your Customer Experience”, the author outlines steps for reviewing talent selection, training, management and rewards to ensure a strong connection to the customer experience. Read it now.

What are you doing to connect talent management processes to your company’s customer experience?

Comment below! Or pose a question via Ask Mariposa.

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December 20th, 2013|Categories: Articles We Like|Tags: customer experience, CX Journey, HR leader, HR management, Jorie Basque, leadership, talent management, talent selection, training|

December 19, 2013 / Wise Talk Teleconference

Customer Experience

WISE TALK January 2014: Sue hosts Catherine Porter, Vice President, International Development, at OpenTable. Catherine’s expertise includes international expansion, business development, and marketing, most recently at LinkedIn, where she was responsible for launching and leading LinkedIn Japan.

Catherine shares tips on learning about international user needs and integrating them successfully in your product or service, overcoming challenges with accommodating unique international user needs (such as social or cultural norms) while maintaining brand consistency, and offer ideas for measuring the effectiveness of user experience initiatives.

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December 19th, 2013|Categories: Wise Talk Teleconference|

December 18, 2013 / Design Thinking / Creativity / Innovation

Better Brainstorming for HR Innovation

As an HR leader, you need to come up with innovative ways to energize, develop and retain your workforce. You need fresh ideas – many useful ideas – as well as an new method for cultivating those fresh ideas.

In a design thinking process, brainstorming plays a key role in cultivating a plethora of fresh ideas. But we aren’t talking about your average run-of-the-mill brainstorming session, with everyone in the room (hopefully) contributing a single idea out loud, one by one. This is a frenetic, fast-paced process which sets the stage for creativity!

Here are our tips, based on our Breakthrough! Model:

Clarify the specific problem upfront. Set the problem for the group before you begin to guide the brainstorming process. Examples: How might we redesign the entire end-to-end employee experience of performance reviews? How might we create buzz about our company to a certain demographic, so they know us and know good things about us? How do we ensure that non-comp recognition and rewards are tied to retention? How might we redesign our current leadership development program with Millennials in mind? With multi-generational audiences in mind?
Encourage imagination. Ask your team to think broadly and creatively. The sky is the limit for ideas!
Start alone. Give each person some time to write down a bunch of ideas on individual sticky notes by themselves and post for the group.
Break into small groups. With smaller groups generating ideas at the same time, groupthink can be avoided, one person can’t dominate the conversation, and idea generation potential multiplies.
Each small group member produces an idea…and another…with limited time. In a small group format, have your team write ideas on sticky notes and share them aloud one by one without comments. Challenge your team to produce more ideas after a period of time.

This brainstorming process will result in a broad, creative list of ideas, from which to cull further.

For additional tips on frenetic brainstorming and culling the list of ideas, download our Executive Guide to Design Thinking or join us in our NEW Using Design Thinking in HR & Talent Management workshop.

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December 18th, 2013|Categories: Design Thinking / Creativity / Innovation|Tags: brainstorming, breakthrough model, breakthrough workshop, design thinking, HR, hr innovation, hr leaders, human resources, innovation, Mariposa Leadership, talent management|

December 12, 2013 / Ask Mariposa

Ask Mariposa | Becoming a T-shaped Leader

Danielle asks: I was promoted about a year ago and am leading an HR team at a small but rapidly growing company. My boss recently mentioned I need to broaden my perspective and skill set to be more effective, especially as we continue to grow. I was surprised to hear this considering my role and background in HR. What do I need to do?

Tawny Lees, COO of Mariposa, responds:

Great question! Often times, depth of business expertise can lead to a promotion, but the skills required for leading at the next level change. Effective HR leaders in rapidly growing companies possess a balance of both vertical and horizontal skills, referred to as being“T-shaped.” The vertical piece refers to the depth of your specific functional business expertise (like Benefits/Comp/Recruiting, etc. for an HR Manager.) The horizontal piece refers to your skills, experience or perspectives that help you contribute and collaborate across the company, outside of your particular area of expertise. The combination of vertical and horizontal skills increases your ability to adapt and flex to change, and collaborate, which is key in environments which are constantly changing or require constant innovation.

Ask yourself:

What factors are impacting your business, thus driving change for HR? Of those, which do you need to know more about?
Do you have prior experience that could lend an empathetic view, if not skills or abilities? You might have knowledge or skills but may not have leveraged it in your role yet.
Can you participate in any committees or special projects to broaden horizontally?

T-shaped leadership is cultivated over time. You might want to consider outside conferences, courses, travel or community projects while you build skills on the job.

Good luck, great question!

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December 12th, 2013|Categories: Ask Mariposa|Tags: ask mariposa, design thinking, HR, HR leader, innovation, Mariposa Leadership, t-shaped leader, Tawny Lees|

2 Ways Empathy Can Help HR Drive Innovation

In most companies today, innovation is expected from all areas of an organization – including groups not traditionally known for driving innovation agendas, such as Human Resources. Success for HR and Talent Management leaders lies in opening up to new approaches for developing fresh ideas for difficult issues. Here are 2 ways that empathy – a key element of design thinking and one facet of our Breakthrough! model – can help HR & Talent Management leaders go from idea-to-innovation more quickly.

Empathy provides context for solutions. Too often, leaders of all types come up with an idea for a product, service or experience in isolation, then implement it. This approach fails to lead to innovation. Developing empathy through various methods of observation and interviewing puts HR leaders in their customer’s shoes, experiencing what they do and how they feel. Thus, HR leaders stand a better chance of developing solutions that work for the customer.
Empathy develops T-shaped HR leaders. HR leaders who develop an ability to empathize with their customers have both the vertical skills in human resources and are able to broaden their horizontal perspectives, leading to an ability to look at a problem from multiple dimensions.

For more information on empathy, download our Executive Guide to Design Thinking or join us at our NEW Using Design Thinking in HR & Talent Management workshop.

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December 11th, 2013|Categories: Design Thinking / Creativity / Innovation, HR / Talent Management|Tags: breakthrough model, design thinking, design thinking workshop, empathy, executive leadership, HR, HR Leadership, human resources workshop, innovation, Mariposa Leadership, t-shaped leader, talent management|

December 2, 2013 / Book Reviews

Book Review | Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences

Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences
By: Steve Diller, Nathan Shedroff and Darrel Rhea

Head: (4 out of 5)
Heart: (4 out of 5)
Leadership Applicability: (5 out of 5)

In the past, companies could reach customers by focusing on the features and benefits of a product or service. In today’s marketplace, consumers are looking for meaning and companies that can provide it through experiences can drive demand for their product. When meaning can be attributed to a product or service, it taps into what customers value, creating a personal connection with their experience of that product, service or brand. That connection, in turn, leads to loyalty and business growth.

However, designing meaningful experiences is not just a task for marketing or design. The authors argue it is a company-wide strategic imperative. Innovation emerges from the design of meaningful customer experiences and creates competitive advantage.

This book offers practical strategies for turning your business into a “meaning business.” The authors share examples of other meaning businesses and provide a framework for identifying, designing, delivering and maintaining deep and rich experiences for customers.

Leaders interested in a business strategy that will work in today’s globalized marketplace will want to read this book. Buy it now.

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December 2nd, 2013|Categories: Book Reviews|