THE JAMES BOND EXPERIENCE- With Adam Lawrence

ALIVE IS THE TITLE- With Tania Luna

Tania is known for so many things, but for us she’s the ultimate surprisologist since she coined the term in her book “Surprise: Embrace the unpredictable and Engineer the unexpected”. In her company and practice, she has grown a brand and culture that have embraced and embedded surprise in everything they do, and that made them very resilient to face the unexpected pandemic. Summary In this conversation, Tanya Luna discusses the concept of surprise and its significance in both customer and employee experiences. She explains how surprise can enhance emotional connections, foster innovation, and create memorable interactions. The discussion emphasizes the importance of being intentional about creating positive surprises while minimizing negative ones. Tanya shares insights on building a culture of surprise within organizations and the impact it can have on employee engagement and customer relationships. Takeaways * Surprise is our brain's reaction to the unexpected. * Surprise can intensify emotions and enhance learning. * Creating positive surprises can lead to better customer experiences. * A culture of surprise can foster resilience and adaptability. * Hiring for empathy and attentiveness is crucial for creating surprise. * Mapping client experiences helps identify opportunities for surprise. * Surprise should be intentional and not overwhelming. * Small, meaningful surprises can have a big impact. * Surprise can enhance innovation by encouraging new perspectives. * Being a 'surprise ologist' helps in crafting meaningful interactions. Chapters 00:00 The Essence of Surprise 02:46 Surprise in Customer Experience 05:43 Building a Culture of Surprise 08:29 Surprise and Employee Engagement 11:46 Crafting Meaningful Surprises 14:27 The Impact of Surprise on Innovation 17:45 The Deeper Meaning of Surprise Keywords surprise, customer experience, employee engagement, innovation, culture, meaningful interactions, emotional connection, creativity, unexpected moments, delight

X-RAYING SURPRISE- With Michael Rousell

We have all been surprised before, but we never knew what actually happens in our brains when we get this Error Signal of Surprise. Michael Rousell, is a psychologist who have been studying formative events for over 30 years, and has recently published “The Power of Surprise”. Michael explores how we process surprise, and how it affects our beliefs, emotions, and memories. I explore with Mike how surprise could be utilized in Customer and Employee Experience, and how we can maximize the impact of those experiences. ABOUT MICHAEL Dr. Michael A. Rousell, PhD is a teacher, psychologist, and professor emeritus at Southern Oregon University. Rousell studied life-changing events for over three decades and established his expertise by writing the internationally popular book Sudden Influence: How Spontaneous Events Shape Our Lives (2007). His pioneering work draws on research from a wide variety of brain sciences that shows when, how, and why we instantly form new beliefs. Michael’s new book “The power of Surprise” examines the rich and complex nuances of the science of surprise and shows us how we can use it strategically to enrich lives. Summary In this conversation, Michael Russell and Mahmood Abdur Rahman explore the concept of surprise, its neurological underpinnings, and its implications for customer and employee experiences. They discuss how surprise acts as a neurological error signal that prompts immediate attention and learning, leading to the formation of new beliefs. The discussion also highlights the strategic use of surprise in organizational settings to enhance emotional responses and strengthen relationships with employees and customers. Takeaways * Surprise generates neuroplasticity, allowing the brain to form new beliefs. * Surprise is not an emotion but a neurological alert signal. * The experience of surprise can lead to significant emotional responses. * Memories of surprise events often overshadow the beliefs formed from them. * Strategically crafted surprises can enhance employee recognition and customer experiences. * Intermittent surprises are more effective than constant ones. * Surprise can change mindsets and beliefs instantly. * Surprise bypasses rational thinking, making it a powerful tool in communication. * The context of a surprise can amplify its emotional impact. * Using surprise strategically can lead to better organizational culture. Chapters 00:00 Understanding Surprise: A Neurological Perspective 11:45 The Impact of Surprise on Memory and Belief Formation 15:22 Strategic Use of Surprise in Customer and Employee Experiences

THE JAMES BOND EXPERIENCE- With Adam Lawrence

You are hooked throughout a James Bond Thriller, can we do the same for your customers and employees, assuming no competing brand will. So often your customers want to tell a story, they want to be interesting to their friends, you are rarely giving them something tellable to brag with. In this episode Adam tells us why this is super important booster of your experience and how can you achieve that. If you acting like a movie director, and your employee and customer experiences being very dramatic and tellable is something that teases your self-image, this is a must-watch. ABOUT ADAM Top Selling Co-Author of "This is Service Design Doing”, the co-initiator of the world's largest service design event; Global Service Jam, an Adjunct Professor for Service Design Thinking at IE Business School, Madrid and a Founding partner at WorkPlayExperience. As a theater actor, Adam is particularly specialized in using theatrical methods in designing experience with which we share a bit of you in this episode. Takeaways * The James Bond experience is about creating extraordinary moments. * Dramatic arcs can be applied to various experiences, including customer service. * Balancing thrill and chill is crucial for engaging experiences. * Organizations often overlook the emotional impact of customer interactions. * Mapping customer journeys helps identify key engagement moments. * Employee experiences should also follow a dramatic arc for better engagement. * Creating memorable experiences requires understanding the audience's needs. * Special moments in customer interactions can lead to lasting loyalty. * Feedback and recognition are essential in the employee experience. * Celebrating milestones in employee journeys enhances organizational culture. Chapters 00:00 The James Bond Experience: Crafting Extraordinary Moments 06:54 Understanding Dramatic Arcs in Customer Experience 13:38 Transforming Employee Experience Through Dramatic Design 19:18 Creating Memorable Experiences: Thrill vs. Chill