I’ve been a bad, bad blogger. I broke the cardinal rule of writing often, well, and connecting via blog like I could. Please accept my apologies.
There’s an excuse, I promise. Hear me out my friends, I have been learning.
After spending years in change management and human resources project management and building my own small business, I took a leap into the business side of project management and boy, am I learning.
While the associate experience will always be integral to my work I have to admit that’s it’s amazingly cool to focus on the customer. I’m learning about designing a customer experience just as I did for associates during major acquisitions like HSBC Bank for Capital One-both domestically and in Manila. It’s flipping everything we prepared our associates to do and closing the loop to ensure we are exploring every possible customer experience–from the plastics they receive to the digital messages upon logging in to Capitalone.com. It’s how most folks just want to get on with their daily lives and not be inconvenienced, and the 3,267 tasks that go behind making that happen.
After many years as an employee it’s exuberating to be a project consultant and to be learning so much about the customer–she/he who ultimately determines our paycheck. My pencils are sharpened and my project management skills are in my book bag. This is a fascinating class.