Artisan Blog

What is CX?

Wednesday, May 29, 2019

What is CX?

According to design thought leader John Maeda, Customer Experience, or CX, “is a term that roughly encompasses marketing, product, support, design, and HR (employee experience).” The CX perspective sees every touchpoint in terms of an overall customer journey. CX best practices encourage businesses to differentiate in terms of product, the overall value created for a customer and to communicate through an open, continuous feedback loop enabled by real-time research and social media interaction.

CX is a broad field with an open, evolving landscape. Here are some key areas of CX knowledge for creative business leaders and potential opportunities for creative job seekers considering CX or CX-adjacent creative careers.

Design

As a design discipline, CX is similar to, yet distinct from, UX, or User Experience design. Per the Interaction Design Foundation, “CX design and user experience (UX) design are sometimes used interchangeably because both are concerned with the overall experience of using a product or service… CX design tends to adopt a broader view than UX, and has a slightly more commercial focus.” Designers focused on CX may work closely with those in UX, may have similar skills, or may shift back and forth from one field to another. These days, CX design is becoming a distinct and powerful discipline with its own tools, values, and vocabulary.

Strategy

CX strategy is the overall game plan for pursuing optimal customer experience in ways that are appropriate for the objectives and values of a business. It aligns CX prerogatives with larger business plans, determines how investments of time and money will be allocated for CX, maps and connects all relevant touchpoints, and creates harmony between internal resources and customer expectations. For those who love to discover how many different puzzle pieces fit together to form a bigger picture that fosters customer loyalty and delight, CX strategy provides an exciting overhead view.

Tactics

There are many tactics, tools, and techniques for implementing CX strategy on the ground, where the rubber meets the road. Every consumer touchpoint provides an opportunity for comfort-building maneuvers such as email personalization, experimental growth hacks, and the classic elements of great customer service, all of which involve many moving parts that have their places in the greater scheme of Customer Experience and business success.

Culture and Leadership

Great CX must always begin at the top. Mutually rewarding end-to-end customer journeys should resonate with strong, well-defined, harmonious corporate values and missions. To make all this work, great CX requires committed and enthusiastic understanding and leadership in incorporating customer feedback, building from a place of empathy, and envisioning business endeavors in terms of a journey and a process. CX and company culture are interdependent, and they’re everyone’s job, especially those in trusted positions of leadership.

At Artisan Creative, we’re helping to build the teams, the workplaces, and the customer experiences of the future. Contact us today to learn more.

We hope you've enjoyed the 523rd issue of our a.blog.

 


Cool Job Perks

Wednesday, May 22, 2019

Cool Job Perks

Whatever you do for a living, you'll be spending a good amount of time on it. Thus, it's important to choose jobs, gigs, and careers that are aligned with your values, your strengths, your goals, as well as with your sense of adventure and fun.

When you're job hunting or looking for a new creative career, simply picking an opportunity with the largest salary attached may not lead to as much happiness as you might be expecting. Take some time to look at the whole picture, including job perks that will make your job and the workplace you’ll be spending 8+ hours a day in uniquely welcoming and rewarding. And, if you run a business and you're hiring talent, consider offering enticing and unusual job perks to help attract the right team that can take your entity to the next level.

Here are a few job perks to consider, from the common to the quirky, to the cool.

Flextime: The ritual of working regular shifts Monday through Friday, 9:00 to 5:00, is based on an old industrial model of workplace efficiency that is not necessarily applicable or useful for all modern businesses. Flextime gives workers and their managers the opportunity to collaborate and create slightly offbeat schedules that may better accommodate the circumstances and needs of everyone involved.

Remote Work: As the capabilities of workplace technology improve exponentially, entirely remote teams will become more and more common. It's how we’ve been working at Artisan Creative since 2009, and for us (and a lot of our clients), it's working quite well.

Unlimited Vacations: American workers are notorious for their relative lack of long vacations, but things may be changing. Some top companies are no longer doling out small allotments of PTO and sick time and are switching to something more like an honor system, granting their employees full freedom to vacation as they will and trusting them to do so responsibly.

Fitness & Health Perks: Many employers are becoming more focused on the overall health and wellness of their talent, providing yoga sessions, bikes and other perks that help them feel good and develop good habits, inside and outside of work.

Dry Cleaning: Hate doing laundry? Need to be spotless and wrinkle-free for client meetings and presentations? Consider a job that will steam your pants and tumble-dry your whites, on the house.

Nap Rooms: Naptime may have felt like punishment in kindergarten. Now as a hardworking adult, you could probably use some R&R on the clock. More companies are providing small sanctuaries for meditation, contemplation, or simply catching a few Zs.

Life Coaching: At Artisan, we believe creating the right career is about aligning all aspects of life to orient yourself toward your true values. So we're entirely in favor of getting a gentle push from a qualified life coach, especially when it's part of your job.

Ax-Throwing Lessons: Then again, some people need more aggressive catharsis than others. If you want to release some tension and be prepared to kill your own food if necessary, there are job perks out there for you, as well.

Together with our top talent and world-class clients, we're helping to shape the workplace of the future. Contact Artisan Creative today and discover better ways to work.

We hope you enjoy the 522nd issue of our a.blog.

 

 


Perfecting Your Pitch

Tuesday, May 14, 2019

Perfecting Your Pitch

Whether you are a freelancer who has to pitch a project to a client, or a seasoned team member who is presenting a new concept to internal and external stakeholders, or you’re interviewing for a new job, it’s important to be able to convey your message in a memorable way that connects with your audience.

Will Greenblatt, the founder of the Outloudnow School, says “speaking is a physical act” and we need to “warm-up before we speak”. Reading your speech out loud several times before your actual presentation can be very helpful.

The first step in any presentation is to make certain you are warmed-up. Just as you need to stretch your muscles and be ready before you go for a run, your face muscles and voice need to be warmed up as well. Articulation exercises are a good way to warm up by working your way through a few tongue twisters.

Additionally, he points out that we need to be aware of our “ speech settings” and adjust as needed depending on the message, and point we are trying to communicate. Our speech settings are our volume, pace, pitch, clarity, inflection and physical expressiveness. Your voice is a powerful tool. As you practice, try adjusting your settings to see the difference.

Your breathing technique is also key to effective message delivery. Before giving a pitch or going in for an interview, nervousness can lead to shortness of breath, so it becomes important to do deep breathing exercises beforehand.

The Institute of Public Speaking suggests deep diaphragmatic breathing as a technique to get more air into your lungs as well as calm you down if your nerves are acting up.

Posture plays an important role in your breathing as well as in the delivery of your message. Ideally, you want to stand or sit straight, make eye contact, keep your hands open down by your side and smile! It impacts your mindset and will make you more approachable once you’re finished speaking.

If you are nervous about speaking in groups or in front of a crowd, practice in front of a mirror and record yourself. Watch your body language, posture, and movements, then make adjustments in your delivery. Ideally, you will invest time in your own self-development and attend public speaking courses like Toastmasters or take online classes.

At Artisan Creative, we look forward to connecting with you and sharing additional tips on interviewing and preparing for your job search.

We hope you've enjoyed the 521st issue of our a.blog.


Pet Friendly Work Environments

Wednesday, May 08, 2019

Pet Friendly Work Environments

The greatness of a nation can be judged by the way its animals are treated.” - Mahatma Gandhi

This week is National Pet Week! There are many ways in which you can celebrate and assist our animal friends, companions, and colleagues.

Consider a Pet-friendly Workplace

Over the years, many American corporate environments have become more casual. This has led to more companies, including some of the hottest companies around, to create pet-friendly work environments and extend Take Your Dog to Work Week into a year-round culture of animal inspiration. Pet-friendly offices can be a good incentive for recruiting, as well as providing moments of levity and stress relief when work gets intense.

In most corporate or creative businesses, this trend mainly applies to dogs, although “retail cats” remain fixtures in bookstores and bodegas across the land, and can coax in new business through their online popularity.

If you want to make your workplace pet-friendly, take into account these considerations:

 

  • Will the animals be comfortable and safe? If they need to run around or use the bathroom, will they be able to do so easily enough?
  • What do the humans think? If your team is full of animal lovers, they may be enthusiastic. If some of them have allergies, or don’t want dogs around, a pet-friendly workplace may not be right for you at this time.
  • Do pets fit in with your brand and your company culture?
  • Will their presence make your team more productive and happy? Will their need for companionship be more of a distraction or an inspiration?
  • What are the applicable rules and logistical concerns that apply to your workplace?
  • Should you offer other animal-related perks, such as pet insurance?

 

Other Ways to Help Animals

Whether or not you can accommodate pets in your offices, there are many ways to support animals this week and throughout the year.

Top San Francisco animal charities and top Los Angeles animal charities are always in need of donations (money and items) and volunteer power. These include shelters, rescue groups, and organizations that promote animal welfare. You can use Charity Navigator to determine which animal charities in Los Angeles or San Francisco you most want to support with your money or your time.We love and support NKLA which is working hard to make Los Angeles a no kill city.

You might consider organizing a team volunteer outing to help such an organization. Giving aid to more vulnerable creatures can open our hearts, teach us a lot about ourselves, and help teams come together to better understand each other

At Artisan Creative, our mission is to help build the workplaces, teams, and careers of the future. Contact Artisan Creative today to explore more.

We hope you've enjoyed the 520th issue of our a.blog.  Follow us on social and meet the furry friends who keep us company at work. 

 


Creating Trusted Relationships

Wednesday, May 01, 2019

Creating Trusted Relationships

Trust….what does the word mean to you and how does it influence your business and personal life?

All relationships, whether interacting with a partner, co-worker, vendor, or family member rely on trust and will grow because of it, or falter due to a lack of it. As leaders, it’s important to earn and to give trust. Many people work hard to make sure they can be trusted, reliable and someone others can count on. For some, trust is given freely and blindly, until it’s broken. If that happens, they suddenly do an about face and stop trusting. For others, they start from a place of distrust and work their way to trust over time.

In his book, The Speed of Trust Steven Covey says that trust is a function of two things: character and competence.

Character is one’s integrity, intent, and motives. Competence is one’s skills, knowledge, track record, and results.

Both are needed to create and maintain trusted relationships. Covey attributes 4 core principles to building trust – both with ourselves (self- trust) as well as with others. The first two principles have to do with character and the latter two with competence.

Integrity

Do we say and do what we said we were going to do? Do we stick to our core values? Do we have integrity with ourselves? Are our morals and ethics aligned with our core?

Intent

What are our motives? Do we work towards a win-win outcome with ourselves, with our employees and vendors, with our family and friends?

Capability

Do we know how to do what we said we were going to do? Do we have the qualities needed to inspire confidence? Are our skills, attitude, and knowledge aligned so we can grow and establish trust as leaders in our company, family and community?

Results

This is all about getting things done – our performance and track record. If we don’t deliver on our promises, or never do what we say we are going to do, we lose trust.

The next time a situation arises where you get a distrusting feeling about someone or a situation, ask yourself whether it's a matter of their character or competence?

If it's a matter of competence, you can ask for data, for certifications, ROI, KPI, you can run assessments. From an on-going leadership and training perspective, it’s important to ask if someone has been given the proper training and onboarding to do their job well. Also, it’s good to make certain our expectations are clear, so they can do what is asked and expected.

If it's a matter of character, you can check references, and conduct background checks. Julio Olalla of the Newfield Network speaks about the importance of not to assuming all breaches of trust are betrayals—be able to distinguish between sincerity, competence, and reliability.

The first step in building trusted relationships is to lead by example, be authentic, vulnerable and learn to trust. At Artisan Creative, building trusted relationships is one of our central core values. We look forward to connecting with you to build a new relationship.

We hope you've enjoyed the 519th issue of the a.blog.



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