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JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

but it makes you realize that you've got to bring joy to the workplace and you have to find your own peace before finding things like psychological safety in the workplace and harmony and collaboration.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You got to find your own peace.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So I recommend that people read the book of joy and kind of figure out what are your personal mantras as an individual, which by the way, for me, it's kind of hard to read them, but they're on my wall, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

They say positive, generous, grateful, kind.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And so for me, if I cannot workplace, no matter where it is, personal life and marriage, if I cannot act in a way that is positive, is generous, grateful, or kind, then I don't do it.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

If I don't have the ability to be those four things in any given situation, then I don't do it.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So the Book of Joy does a really good job of getting people thinking that way.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

So I kind of said it just now that I want to think in my own little world that things like unethical behavior, things like equity, things like balance can be part of a workplace by being a good human being.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Unfortunately, I'm fighting very contrarian beliefs that say, no, you've got to be individualistic.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You've got to be aggressive.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

You've got to be the boss.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And sometimes the best strategy is to be kind.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Not to make an assumption.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

The strategy is to say, in this situation, I don't know the facts, so I'm going to be generous with my investment of time, effort, whatever it is.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And yeah, it does feel a little contrarian, but you know what?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I don't care.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I'm going to do it.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I got to be careful because these are author friends and I don't want to step too much into things.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

But when I was in sales, I thought the solution selling book was like...