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March 31, 2014 / Articles We Like

On: ‘Customer Experience’ is Today’s Business Benchmark

The latest business trend is a focus on the ‘customer experience’, and with good reason.  Evidence exists that companies with the highest customer experience typically grow at more than double the rate of their competitors. We share the Forbes article, ‘Customer Experience’ is Today’s Business Benchmark, by Martin Zwilling because it offers a clear definition of and tips for improving and measuring your company’s customer experience.  Measurement is key because without it, companies can focus on the wrong things which detract from growth.

Read it now.

How do you measure customer loyalty?

Comment below! Or pose a question via Ask Mariposa.

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March 28, 2014 / Book Reviews

Book Review | Interviewing Users

Interviewing-UsersInterviewing Users: How to Uncover Compelling Insights
By: Steve Portigal

Head: (3 out of 5)
Heart: (4 out of 5)
Leadership Applicability: (4 out of 5)

In the innovation race, companies that gather insights from their customers and end users to inform the design of products and services are sure to beat the competition.  But gathering quality information that yields insights is not as simple as chatting with a customer over a cup of coffee.  Conducting a user research study is a skill, and the author, Steve Portigal, explains how to successfully plan and execute one so that the data yields insights which are compelling and actionable.

In this easy-to-digest book, readers will learn best practices for studying people, including:

  • Why interviewing over other methods yields rich insights
  • A framework for interviewing
  • How to identify a problem, find participants and prepare questions
  • Methods to enhance your interviews
  • How to manage the stages of an interview
  • The art of asking questions
  • How to document data
  • Interview variations and techniques to manage them
  • Bringing the data back to your organization

Leaders who want to do a better job of making products or designing services for their customers will want to read this book. Buy it now.

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March 27, 2014 / Coaching Skills / HR / Talent Management / Leadership

Ask Mariposa | Overworked and Undervalued

Erica asks: I am currently performing job duties that are a step up from my job classification and working roughly 50 hours overtime!  Internal hiring for this advanced position has been delayed for 6 months.  Since I am already doing the work for this position and getting paid at a lower classification, I feel as if I am being taken advantage of.  I want to approach management about this, but not sure how.  What do you suggest I do?

Tawny Lees, COO of Mariposa, responds:

Hi Erica,

Thanks for your question – it’s a good one! And not uncommon. I strongly suggest you talk to your manager about the situation and work together to identify a solution. Here are some specifics for preparing for and handling the conversation:

  • Get really clear about your intended outcomes before having any conversations with management. Do you want to be considered for the higher position? Are you okay with the temporary workload if you are paid appropriately? Do you not want to perform these extra job duties at all?
  • Once you are clear on your intended outcomes, brainstorm (by yourself) some ideas about how you and your manager can meet your needs and the business needs. Promote you and then back-fill your position? Hire a contractor for 6 months? Share the workload with a few other people? Cut back on some specific deliverables for 6 months?
  • Reach out to your manager and ask for a meeting to work together on a plan for handling business needs while the team is lacking a person in the position.
  • Stay positive, constructive and solution-oriented while being firm about what you are and are not willing to do.

I’m sure you are tired from all the work, so my final suggestion would be to get some rest and downtime before you do this thinking and before you have this conversation. You will be much better able to think clearly and manage your emotions.

Good luck!

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March 21, 2014 / Stress / Work-Life Integration

Habits of the Mind

We all know there are simple things we can do to have a more healthy body, like eat well, rest and exercise.  But it only dawned on me recently that there is an equivalent sort of hygiene for the mind.  Here are three powerful “habits of the mind” that I believe contribute powerfully to long-term mental and emotional strength.  They take effort, but the payoff is huge:

  • Optimism
  • Positive self-talk and self-regard
  • Forgiveness

Click here to read more!

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March 20, 2014 / Wise Talk Teleconference

The Art of Interviewing Users

WISE TALK April 2014: Sue hosts Steve Portigal, an expert interviewer, and founder of Portigal Consulting, a boutique firm that helps companies discover and act on new insights about their customers and themselves.  His specialty areas include ethnographic research, qualitative market research, user experience and design strategy, among others.  Steve shares tips from his book, Interviewing Users: How  to Uncover Compelling Insights, and insights on a successful user research study, including finding participants, designing the interview strategy, formulating and asking questions and managing yourself and participants through the stages of the interview.

Follow him on Twitter at: @steveportigal

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March 20th, 2014|Categories: Wise Talk Teleconference|
March 1, 2014 / Press Releases

Mariposa Leadership, Inc. Hosts Entrepreneur, Startup Advisor, and Interaction Designer, Janice Fraser

Sue Bethanis, CEO of Mariposa Leadership, Inc. to host Silicon Valley veteran and CEO/Founder of LUXr, Janice Fraser, on the popular Wise Talk Leadership Forum on March 20, 2014

San Francisco, CA – March 1, 2014 – Mariposa Leadership, Inc. is pleased to announce Silicon Valley veteran and CEO/Founder of LUXr, Janice Fraser, will guest on Wise Talk, a popular free monthly leadership forum for technology executives, on March 20, 2014 at 11am PT/2pm ET.

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March 1st, 2014|Categories: Press Releases|