There is so much information and resources out there, that it gets overwhelming and challenging to find the good stuff. Therefore, we asked our coaches on 'what are their essentials?' - tools, books, ideas - anything that keeps them being amazing at their work. This week we share CX Strategy coach, Charissa Shelton's curated essentials list.
Hi! I'm Charissa Shelton, CX Strategy coach of MadeFor and psychology nerd turned human-centric experience strategy consultant. Since 2014, I’ve advised 100+ executives and informed 90+ product and service initiatives in leadership, employee, and customer experience. People researcher and facilitator at heart. MBA from Queen’s University Belfast. Lover of long walks, getting lost exploring cities, and ‘a-ha’ moments.
Let me show you what my key essentials are to start delivering better customer experience.
You can learn so much about what really motivates and influences people’s decisions, not just what they say does.
1. Jobs to be done - A framework for Customer Needs
2. Open source website to find the best tool to start your JTBD work.
Crazy 8s, and Google Design Sprints
Tried and true activities for rapid ideation, testing, and team alignment.
Personal Weather Check
Simple, lighthearted, and rapport-building activity using weather metaphors to describe how people are feeling, without being overly feely.
Outside In Maps
Generative ‘Outside In’ maps using THEIR ‘stages’ and their language, not imposing the standard customer stages on them. This can give much richer insight than capturing the internal or ‘Inside Out’ perspective.
In the evolution of hybrid work, creating connection-centric cultures is more important than ever — with employees, customers, and other stakeholders. But connecting meaningfully can be challenging. Creating cadences or rituals of connection can help. Check out the books ‘Rituals Roadmap’ and ‘Firms of Endearment’ (a must read for the future of holistic experience design).
That experience design must be a huge research and design undertaking. No, not necessarily. Much can be learned from a few, well crafted conversations with real people having real experiences. Check out ‘Just Enough Research’ by Erika Hall.
Feeling pressure to get it just right? What if you gave yourself permission to just start? Take a step and learn from it.
MadeFor. explores the potential benefits that can be reaped from incorporating journey mapping into your organisation's workflow, and how it helps gain a better view of what your customers want.
From journey mapping, to journey management, to predictive journey mapping, MadeFor. investigates the evolution of how organisations have tracked the customer journey.
Instilling a customer-centric culture within your business is a process that will reap countless benefits for your organisation, customers and employees, but it can certainly not be initiated overnight. In this article, MadeFor. evaluates the necessity of upskilling your teams in order to enact a complete shift in mindset.
MadeFor offers 1-hour free keynote engagements to introduce you and your organisation to the world of customer experience.
MadeFor initiates free Lunch and Learn series, but can also deliver an exclusive Lunch and Learn to your organisation.
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