Unless you have been living under a rock, all organizations know that focusing on customer experience is the single initiative that brands can do to differentiate themselves in the marketplace and create value. This need is not just for service or retail organization but all organizations, including fabrication, manufacturing even the non profit sector. An entire industry has developed around teaching customer service to organizations. The challenge for a lot of organizations has been measuring the entire customer experience with metrics that can be referred to and improved upon. The entire customer journey can now be measured, in fact as you will see in this talk it has been codified.
Lessons from the Alpine; Leadership values, processes and techniques can be universally applied to any setting. Leading teams in the alpine exaggerates these lessons because the stakes are so high.
On May 17th at 7:00 am, 2013 after climbing twelve hours through a storm Steve Whittington and Dawa (Danuru) Sherpa were the first to reach the top of the world. They stood alone looking down on the world, it was clear, it was bright, it was beautiful. They had the mountain to themselves with no one in sight. All the fear and suffering of the night washed away. After taking pictures and hugging each other on the summit Steve started to have problems breathing, His mask was iced to his face and beard and now at the top of the world it completely froze, denying him air.