Business owners spend too much time and money on customer support, often working like a fire station putting out fires. As a system thinker, I explore the problems customers need solved, test solution ideas, and earn their trust and loyalty by delivering products that make them happy in the first place.
Leadership
with the heart of a servant and mind of a coach.
“I’d rather take time to guide others through a winding path to arrive at the ‘right questions’ than go for the short-term efficiency of handing them an answer.”
Leaders emerge when their leaders have their back. They grow when they are offered guidance and principles instead of maps and directions. They thrive when they fail forward toward their next success while their leaders help them up and cheer them on.
Product Design
that emerges from customer empathy.
“Winning ideas are not just easy to use, they’re wanted. Collaborate with users:Feel their pain, experiment with ideas, and validate the solution with them.”
When a problem is ‘solved’ without first understanding it, time, money, morale and credibility are all lost. Be emotionally attached to successful customer outcomes instead of what makes sense to you or what you think looks cool.
Communication
that leaves people better off than they were before.
“People feel connected when they’re understood and encouraged when their expectations are met. That’s why I need a better quote here…”
Success is the goal of all communication, no matter how meaningful or mundane. That’s why simplicity, clarity and feedback matter. Creativity has a place and visual style matters. Just make sure it all works together for a successful call to action.