The Customer Experience Podcast

238. Start With “What” to Create Clarity w/ Ann Latham

Jan 17, 2023

53:20

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Highlights

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Episode notes

Employee Experience - A Positive One Is Marked by Clarity

02:53

The Importance of Clarity in Customer Experiences

01:54

The Power of Clarity

04:19

Introduction

3min

The Importance of Clarity in Customer Experiences

2min

The Power of Clarity

4min

Is There a Lack of Clarity in the Moment?

3min

Why Do We Think We're Less Clear Than We Are?

4min

Is There Anything That Connects With Non-Production Workers?

4min

The Power of Clarity: Specificity, Process Clarity and Focus

3min

What Must Be Different When You're Done?

3min

Destination Verbs - The Antithesis of Destination Versus Treadmill Verbs

4min

10.

Alternative Centric Decision Making Versus Alternative Centric Decision Making

3min

11.

A Fool With a Tool Is Still a Fool

4min

12.

Don't Spend Money on Solutions to Problems You Don'T Have

3min

13.

Your Customer Experience Will Never Be Better Than Your Employee Experience

4min

14.

Employee Experience - A Positive One Is Marked by Clarity

3min

15.

The Power of Clarity - Episode 137

3min

16.

What's Your Favorite Company?

2min

17.

Delivering a Better Customer Experience With Bomb Bomb Video Messages

2min

The power of clarity represents your greatest untapped opportunity for achieving greater results with increased confidence and commitment — this is the message of today’s guest in her book, The Power of Clarity. She’s also the author of Uncommon Meetings, The Disconnect Principle, and The Clarity Papers.
This episode features Ann Latham, President of Uncommon Clarity. She’s on a mission to fight the disclarity that erodes our productivity and performance and that of our team members. As President of Uncommon Clarity, she’s helped clients in more than 40 industries from large corporations like Boeing and Medtronic to nonprofits like PBS and the United Way.
In this episode, Ann and Ethan discuss:

Why the emotional component of customer experience is so important
How clarity factors into a positive or negative customer experience
What is a specific definition of clarity and dis-clarity?
How cognitive load specific movements can help boost productivity
How specificity, process, focus and clarity work together

More information about Ann and today’s topics:

LinkedIn Profile: https://www.linkedin.com/in/annlathamuncommonclarity/
Company Website: https://www.uncommonclarity.com/
Relevant Links:

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