Shaping emotional customer experience

Customers now have dozens if not hundreds of touchpoints with the key brands in their lives. Shaping better customer experience by mapping and improving those touchpoints has become an obsession. But if journey mapping isn’t driven by empathy and emotion, rather than process, it can be an expensive investment with limited return.  

Satisfaction, effectiveness, and ease are the classic vectors of customer journey mapping. This makes sense - what customer shopping for clothes or trying to get a bank account set up wants more difficulty? - but there’s a problem: companies worldwide are getting much better at the basic elements of customer experience. High call resolution rates and removing obstacles to sale has become the floor, not the ceiling.  

This is especially obvious if you look at China. Key sectors like fintech and retail are deeply evolved and brutally competitive, constantly pushing forward on every front. The mechanics are...

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Te Reo ECD – Under development

Look what we're working on with the help of the amazing crew at Ocean Design. We're feeling very proud of the first ECD Te Reo Prototype.
 
There's a long way to go – but big things start with small steps.

We're now looking for more New Zealand based leaders to help us test Te Reo ECD prototype!
 
To qualify as a beta tester of the Te Reo ECD you must have purchased an Emotional Culture Deck previously and be familiar with The Emotional Culture Deck

Send us an email at [email protected] if you're interested in being a beta tester.

We won't be able to initially test with everyone who is interested in helping us out please don't feel offended if we aren't able to get to you for the first round of testing.
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Next ECD Online Masterclass Course – Starts September 14

 

Do you want to become the next Elephant Rider aka ECD Practitioner in the world and start your journey to mastering the Emotional Culture Deck?

Our Online Masterclass course is designed to set you up for success using The Emotional Culture Deck with your people and teams. When you complete our Online Masterclass, you'll be joining our global community of active, passionate, supportive and engaged ECD leaders. After completing the course, you’re given immediate access to this valuable network.

The Online Masterclass Course starts on September 14 and is limited to 300 people:

  • Sales open on the 27th of August – 349 USD
  • Sign up before Sept 14th and you’ll get x2 Emotional Culture Decks (RRP 149 USD)
  • Sign up after Sept 14, you’ll only get x1 ECD (RRP 99 USD)

Click here to learn more about the Masterclass.

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Putting the F in Culture – Webinar

A couple of weeks ago Jeremy was invited onto the Fully Human webinar by Kate Billing, Founder & Creative Director, Blacksmith.

In this one hour webinar, we discuss:

  • how The Emotional Culture Deck came into being
  • emotion as the missing link in organisational culture
  • using unpleasant emotions as a tool for self-awareness and personal growth
  • fearing our own emotions and those of others, like a bomb that could go off at any moment
  • the importance of developing a deep and wide emotional vocabulary
  • the cathartic and connecting power of emotionally-centred conversations
  • reciprocity, vulnerability, and emotional courage
  • group affect, emotional contagion, and leadership responsibility
  • the power of using ‘a game’ to facilitate emotionally-centred conversations: vocabulary, transference, the familiarity of using cards, and holding things lightly; and
  • how little nudges and micro-moments create trust and psychological safety.

A 3-minute read and 1-hour...

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Hack the deck – 7 ways to use The ECD with families

As we went into Covid-19 lockdown here in New Zealand a couple of months ago, we faced the reality of a new way of family life. Leading up until this point in time, we had been hearing so many heart-warming stories about people using The Emotional Culture Deck with their families. These stories have helped us feel very humbled and proud of what this little deck of cards can achieve. And when lockdown hit we wondered how the ECD might help families face the uncertain times ahead.

2. Chloe Consedine_Kids Peter De Boer.jpeg

So we swiftly hatched a plan to send out 100 Emotional Culture Decks to families around the world for free, to give them a chance to play and experiment with the game and hopefully generate a conversation that helps children and parents thrive in their family environment. 

The method is slightly different, but the goal is the same. Use the Emotional Culture Deck to foster as a communication channel between humans, making a tricky conversation just a little bit easier.  

Using the...

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Change Leadership Workshop for KPMG Enterprise

 

“Change is not a decision of the mind but of the heart”

We recently designed an Emotional Culture Deck change leadership workshop for 60 KPMG Enterprise leaders here in New Zealand.

Eva Perrone, Innovation Manager at KPMG Private Enterprise shares just how well The Emotional Culture Deck was received at a change leadership workshop with 60 KPMG leaders from around New Zealand.

“The workshop not only opened up communication channels but provided connection and created a safe space for deep and meaningful conversations. Following the two hour session, KPMG leaders were eager and ready to take the cards back to use with their own teams and clients (and some already have!).

Eva is looking forward to continuing her journey with ‘riders & elephants’ as the company integrates the deck and associated tools into their everyday work.

The team is now going to focus on how they can all upskill and reap the benefits that come from pouring energy into the...

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Post Covid-19 Growth

How will you bounce back when we come out of lockdown?

How might you adapt and grow when we’re finally able to emerge from Covid-19? Try this conversation with your teams. Start in the top left. Then move to the top right. Then bottom left. And finish with the bottom right.

Click here to download the free worksheet below with instructions on how to facilitate this conversation with your teams.

 

 

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The Wellbeing Deck (prototype)

A card game about being ourselves - human, productive, and connected - however we are.

It’s hard to talk about emotions sometimes. Especially at work. What if we made the conversation easier and more empathetic?

The Wellbeing Deck is a tool for building simple, usable strategies that help you:

  • Understand your unique wellbeing patterns

  • Feel equipped to shift out of hard feelings as well as maintaining good wellbeing

  • Create pathways to receive and ask for support.

The Wellbeing Deck is designed with Tamara Buckland in partnership with riders&elephants, and now in the prototype testing stage and will be released in 2021.

We’ve partnered with Tamara Buckland to design The Wellbeing Deck

Tamara is the co-designer of The Wellbeing Deck. She’s strongly committed to helping wellbeing and mental health shift from ‘them’ to ‘us’ discussions in the workplace.  

Tamara has worked with NZ startups and technology companies...

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How do we create more meaning in our work?

When we nudge our people to think about how their work helps others, we help them find greater meaning in their work. And to help our people find greater meaning in their work, we need to nudge them to think about how their work helps others. 

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Hurricanes Rugby Pre Season Emotional Culture Deck Workshops

Yesterday we took another leap forward on The Emotional Culture Deck journey with The Hurricanes Rugby squad.

It was such an honour taking this group of elite athletes through The Emotional Culture Deck. As a former professional athlete, I know how difficult it is to open up and talk about emotions and feelings in a team environment. But yesterday we broke the mould and had 40 male professional athletes explore what they want to feel and not feel this upcoming season.

The majority of conversations in teams, whether corporate or sports, revolves around cognitive culture and expected behaviours. But that's only half the conversation. Exploring desired and undesired emotions create connection, empathy and understanding.

Sport (and life) is by nature an emotional game. Elite sport and high performance are all about 'feeling' – both physical feelings like how the ball or bat feels in your hands. But also inner feelings. Our emotions and feelings govern how we perform on and off...

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