Curating the web, the best links of the day.
- How can a Fintech customer win 20 million customers? #cx #fintech
- Top end Mercedes cars play ‘pink noise’ to protect your hearing from a loud collision. #future
- Twenty amazing vintage photographs. #vintage #ephemera
- A reminder of what Open Banking is. See here as well. #openbanking #cx
This is part of a series of posts documenting my journey with a Working Out Loud circle, as defined in John Stepper’s book; Working Out Loud: For a better Career and Life. You can read the rest of the series here.
We’ve reached the penultimate week of our WOL journey – although this circle is already talking about what is next, whether we’ll go again – and how we’ll stay in touch as a support group for each other. We had a week off due to public holidays and tricky scheduling, but like the comic book heroes, we called #Mutanfall Assemble for Friday.
So what did we do this week?
I love the check-in part of our meeting, and particularly this week where we recapped what had happened since our last meeting. The whole group had collectively had a surge of ‘execution’, with one of our number launching an amazing new website, another staging key meetings and events and myself getting involved in some new projects which look exciting. I’d even had my photo taken by a rockstar photographer, very cool!
We then talked about the question in the check-in, the idea of making a significant change, and how that made you feel. Given our achievements this week, it was no surprise that our collective wisdom was to ‘feel the fear and do it anyway’. We talked a little bit about the ‘fight or flight’ mechanism, and how we need to look past our ‘lizard brains’ and engage our thinking brains to acknowledge any fear, but move onto execution.
I was reminded of the book ‘The War of Art’ by Steven Pressfield (review / Amazon Link), which talks about the ‘resistance’ that people feel before a creative endeavour and proposes a number of ways to get past the roadblocks you might feel. Summon your angels!
We then moved onto the key exercise this week – pulling together our various lists of tribes and looking at who is running these groups, and what they are all about. It was really interesting to hear about the different tribes we have, and how differently they operate. I am focusing a lot on WhatsApp & Telegram groups these days, finding that the higher level of curation and selection makes those groups more valuable to me. As an aside, if anyone knows of a good English language group for WOL enthusiasts – I’d love to hear about – please let me know.
Finally, our Working Out Loud Circle talked about the lemonade stand concept and how we could build that, in relation to the tribes we picked. This needs more work for me, as I’m not 100% focused on what I want to build to add value to the groups I participate in.
My key takeaways
- Spend some time on defining and building my ‘lemonade stand’ – I have talked about doing some public speaking as part of my goals, so this might be my time to work on my subjects and the bare bones of some talks I could give.
What did I do after this weeks meeting?
- Spent time brainstorming and mind mapping for my lemonade stand
- Shared some links with my WOL circle
Time to relax, pour yourself a coffee and enjoy the Sunday Six Pack, all killer, no filler, just six of the best links curated from a week of reading. Previous editions here.
- A series of amazing photographs found in a Russian Attic. Also on Instagram.
- The Women who took on the Mafia – Incredible read.
- I’d love to drive some of these – Americas Quietest Routes.
- Paintings of an imagined visit to Earth in the future.
- China imitating Black Mirror – but apparently, it’s working.
- Scientific paper – one-sixth of all traffic on the internet is cellular in origin.
Compiled whilst listening to Momus / Create 2 – Recreate
Before Email, Twitter and Instagram, people used to send postcards. I collect these vintage postcards, for their messages as much as their pictures.
London Heathrow - Queens Building 1962 Click To Tweet
London Heathrow Airport looks very different today from this shot taken in the early 1960’s – the story is the same, a delayed flight – the message reads:
Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.
- The Economist has a great article about how AI can help Customer Service truly live up to its name – AI is going to be revolutionary to the Customer Experience, the more investment you make in understanding and leveraging #AI now, will reap competitive rewards in the future.
- Along the same lines, Self-Service is already a key part of Customer Support, as AI helps customers in the future, having a strong self-serve offering is going to be key. Solvvy have some excellent ideas here.
- Shep Hyken has an excellent guest post from Anand Srinivasan, the founder of Hubbion about How Continuous Testing can help keep tabs on Customer Experience – this goes back to my mantra: “Keep walking your Customer Journey – repeat often and focus hard on smoothing the path for your customers”
- Finally this week, an interesting article over on Hatchbuck about how Chatbots are impacting Customer Experience – they make a strong point about how customer comfort levels are changing, five years ago using a bot to answer questions was a big leap – now, with implementations in consumer apps, it’s becoming a norm.
What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.
Previously, I shared some podcasts to keep you entertained, now here are five podcasts that make you smarter.
Here are five podcasts I keep up with because they make me smarter. I’d love to hear your suggestions for interesting podcasts.
- Ted Talks Daily – short broadcasts, every day – like having a TED talk in your pocket. Some great subjects covered, by interesting and engaging speakers. This one is also enabled on your Alexa device which makes it quick to hear the latest.
- The Gary Vee Audio Experience – Gary Vaynerchuk needs little introduction, his books Crush It and the new one Crushing it, as well as his formidable online audio and video presence are pretty compelling. Subscribing to his feed gives you a variety of podcasts, short and long which give some really good insights into marketing, branding and social media tactics.
- Hurry Slowly – billed as a podcast to help you be more productive, creative and resilient. This excellent series from the insightful and thoughtful Jocelyn K Glei is a pleasure to listen to, and the complete antithesis of the high octane Gary Vee experience. I highly recommend the most recent edition, an interview with David Sax on why Analog experiences are often optimal. Bonus – I’ve recommended the Jocelyn K GIei newsletter before – get on that!
- Nir and Far – I previously reviewed Hooked: how to build habit-forming products by Nir Eyal and from that, found his podcast which talks a lot about business, behaviour and the brain. New and short episodes every Monday contain some great content – I particularly enjoyed a recent episode about Sports Psychology.
- The Jordan B Peterson Podcast – I’ve just started reading the very popular 12 Rules of Life: An antidote to chaos, but in the meantime, I have been listening to some episodes of this excellent podcast. I particularly liked an episode of Conversations with Richard Fidler which was reposted on this feed.
I guarantee that listening to one or more of these podcasts will make you smarter – but I’d love to hear your suggestions for podcasts I may have missed. I listen & subscribe to mine via Spotify or Acast, an excellent podcast client for on the move.
An occasional look at what media and music I have on heavy rotation. See previous editions here.
Spring. Time for new music and media – here’s a selection of what should be on your listening list this month.
- Ocean Wisdom / Wizville – Stunningly accomplished album from Camden born / Brighton living rapper Ocean Wisdom, who now claims to be the fastest talking rapper in the world. Never mind the fast flows, there are some excellent beats & rhymes throughout this album, along with collaborations from Method Man and Dizzee Rascal.
- The Weeknd / My Dear Melancholy, – good to see The Weeknd back, I love his voice and he writes some of the best R&B around today. The comma in the title tells me there is much more to come on this cycle. Definitely worth a listen.
- Hildur Gudnadottir & Johann Johannsson / Mary Magdalene (Original Soundtrack) – I first heard music from Hildur Gudnadottir on The Handmaid Tale and discovered a rich vein of neo-classical cello music. This collaboration with the late, great Johann Johannsson is beautiful soundtrack music.
- Jacob Bellens / Trail of Intuition – Fourth solo album from Danish singer/songwriter Jacob Bellens. Sits somewhere between precision synth-pop and a more delicate singer-songwriter approach. Beautiful stuff that is excellent listening.
- Nina Persson / Ligg Lagt – this single took me by surprise, a Swedish language cover version of Over and Over by Hot Chip, from the former Cardigans singer. It’s a cracker of a single.
All album links in here will take you to Spotify. Let me know what I should be listening to in the comments.