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
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
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
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
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
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