John R. DiJulius – The Relationship Economy : Building Stronger Customer Connections in the Digital Age

In The Relationship Economy, author and consultant John Robert DiJulius argues that our inner circle – the people we trust the most – is much smaller than in the past. We miss out on opportunities to make a deeper connection that can potentially enrich lives. Due to the dark side of technological disruptions, we are now relationship disadvantaged. For anyone and any business to thrive in the future, they will have to master the art of relationship building. DiJulius teaches us the importance of being authentic, obsessively curious, a great listener having incredible empathy, and loving people.

The Relationship Economy is about building a culture that recognizes the importance of each individual and making everyone a part of a community that is working toward something bigger – a community that makes them feel cared for. Seven traits are key to effective interactions: compassion and empathy, engagement and warmth, a drive to serve, ownership, charitable assumption, presence, and a desire to exceed expectations.

Your customer-facing employees may not understand the true value of the services and products they are selling to the customer. What they perceive is going to be projected on your customers. It is rational for customers to be irrational. Once employees understand there is a good probability of a customer reacting emotionally instead of rationally, they won’t take it personally and will be better able to make a brilliant comeback. DiJulius’ takeaways are really useful to improve your relationships, both private, and in business.

About the author
As the authority on world-class customer experience, John Robert DiJulius is sought by organizations across the world wanting to use his philosophies and methodology for creating world-class service. He has worked with companies such as The Ritz-Carlton, Lexus, Starbucks, Nestlé, Marriott Hotel, PWC, Celebrity Cruises, Progressive Insurance, Chick-fil-A, and many more to help them continue to raise the bar and set the standard in service that consistently exceeds customer expectations.

John is the president of The DiJulius Group, a customer service consulting firm whose purpose is to change the world by creating a customer service revolution. He founded his first business in 1993 – John Robert’s Spa, an upscale chain (with more than 150 employees) – which has been named one of the top 20 salons in America. John is also the founder of Believe in Dreams, a nonprofit that fulfills dreams of economically disadvantaged youth who suffer from severe hardship. John resides in Aurora, Ohio, with his three boys, Johnni, Cal, and Bo.

I received a free copy from Greenleaf Book Group through Netgalley in exchange for my personal, unbiased review upon reading.

Henk-Jan’s soundtrack to 21-30 June 2020

Each day I add music to my soundtrack to 2020 Spotify playlist. Here’s the list for the third batch in June.

Sunday 21 June: Chad Graham – Fathers Day Medley

Monday 22 June: Nkully Luphindo – Mom’s Birthday

It’s my mom’s 70th birthday!

Tuesday 23 June: Crystal Lewis – Let the Music Play

Crystal Lewis released her COVID-19 song: Let the Music Play. That’s better than panicking.

Wednesday 24 June: OMI & Freddy Verano – Sing It Out Loud

Sing it out loud, until this world makes sense again. What our prime minister forbade to do as per 1 July, can be done today: stand together and sing!

Thursday 25 June: Gazebo – I Like Chopin 2020

Gazebo is still alive and kicking with his band. A special corona version of their 1983 smash Italodisco hit I Like Chopin was released recently. Their almost 9 minutes live video clip is worth watching too this #throwbackthursday

Friday 26 June: Stryper – Blood from Above

Stryper‘s lead single from the upcoming Even the Devil Believes album is out!

Saturday 27 June: Athena – Ses Etme

Yesterday night I watched the Turkish romantic movie Yarina Tek Bilet (Onw-way ticket to tomorrow) (2020). From the official movie playlist, I selected Ses Etme, a pop-rock song by Athena.

Sunday 28 June: Christafari & Avion Blackman – No One

From Christafari featuring Avion Blackman‘s brand new Fly album I handpicked No One for today.

Monday 29 June: Empathy Test & The New Division – Incubation Song

Two of my current favorites mixed into a work week’s opener: Empathy Test‘s Incubation Song remixed by The New Division.

Tuesday 30 June: Natasha Bedingfield – Together In This

Another COVID-19 themed song about our social connectedness in times of crisis by Natasha Bedingfield. In the singer’s private circumstances of the past five weeks when her two-year-old son Solomon was treated for brain injuries and fully recovered, (We Are) Together In This, has a special meaning.

David Kauders – The Financial System Limit: Radical Thoughts About Money

David Kauders whose Bear Markets I reviewed in 2017, is back with a new book that shows that all schemes that borrow from the future are thwarted by three related concepts: the true cost of debt to society, central banking economic cycle, and the financial system limit. The Financial System Limit: Radical Thoughts About Money kicks off with the notion that one-fifth of all economic output is spent on paying interest. Various ideas have circulated for how to escape the debt trap: fiscal policy, prevent banks creating credit, helicopter money, canceling both debt and an equal amount of credit, paying off the world debts by liquidating assets, taxing wealth to pay down debt, debt to equity conversion, government debt can only be repaid slowly, if at all., expanding Special Drawing Rights, abandoning economic stimulus.

None of the ideas, neither classic Keynes, Thatcherism, Piketty, the FED or ECB money press can work. The recent COVID-19 pandemic panic reactions add to the misery. The book pleas to measure interest cost on total debt in relation to economic output. A deep recession and consequential financial upset were inevitable in a world that could not resolve the conflict between stimulus and austerity, a world that remained addicted to debt, a world that refused to admit the limit to the growth of debt caused by the cost of servicing it. That’s what David Kauders wants to highlight in this rather short read.

About the author

David Kauders FRSA was educated at Latymer Upper School, Jesus College Cambridge and Cranfield School of Management. He is an investment manager and also contributes occasional articles to the UK financial press.

I received a free advanced review copy from the publisher, Sparkling Books, via Netgalley, in exchange for my personal, unbiased opinion upon reading.

Gert van Santen & Annelies van Gool – PMC Next : Aan de slag met Projectmatig Creëren

Sinds 1998 staat Projectmatig Creëren van Jos Bos en Ernst Harting in mijn boekenkast. De methode, waaraan ook kernkwadrant creator Daniel Ofman bijdroeg, is één van de alternatieve, een breed scala aan processen en aandachtsgebieden van projectmanagement afdekkende methode. Ten opzichte van de meer op processen en hard skills geënte methoden als PRINCE2 doet PMC recht aan de menselijke, verbindende kanten van een project. De methode is opgefrist en heel wat handzamer toegankelijk gemaakt in het nieuwe PMC Next: Aan de slag met Projectmatig Creëren van voormalig Kernconsult directeur Gert van Santen en consultant Annelies van Gool.

De essentie van PMC op de vier richtingen Ik – Wij – Zij – Het is toegespitst op het waarde leveren door co-creatie, licht en wendbaar houden van je projectorganisatie en gebruik te maken van de ambitie, energie en creativiteit van de betrokken mensen. De inhoud is verdeeld over de start (waarom van de methode, ontstaan van een project en de keuze voor een passende aanpak), creatie (inrichting van je project(organisatie), waarbij het typische PMC managementproduct Project Start-Up uitgebreid wordt behandeld), het werk (acht interventies om het energieniveau in je project hoog te houden, intervisie) en de nazorg (hoe beëindig je netjes je project). Voorbeelden van plannen, checklists, analyses en teamsamenstelling zijn als bijlagen opgenomen.

Over de auteurs

Gert van Santen was directeur en is nu organisatieadviseur bij Kern Konsult, een bureau voor organisatieadvies. Gert heeft ruime ervaring met het begeleiden en professionaliseren van Programmamanagement en Projectmanagement (Projectmatig Creëren) binnen organisaties.

Annelies van Gool is organisatieadviseur bij Kern Konsult. Als gedrags­wetenschapper en manager in de zorg en het onderwijs heeft Annelies veel ervaring in het leiden van programma’s en projecten.

 

Gezien: Yarina Tek Bilet (2020)

Twee vreemden, Ali (gespeeld door Metin Akdülger) en Leyla (Dilan Çiçek Deniz, Miss Universe Turkije 2014) die die de trein naar Izmir pakken en toevallig bij elkaar in de coupé belanden zijn, hoewel afstotend ook heel nieuwsgierig naar elkaar nu ze de komende 14 uur naast of tegenover elkaar moeten doorbrengen. Ze blijken gasten op dezelfde bruiloft met elk een roerig verleden met bruid en bruidegom. De treinreis Yarina Tek Bilet (One-way ticket to tomorrow) voert het stel langs memorabele gebeurtenissen, verdrongen episodes en vullen elkaar aan in hun haat tegenover de voormalige geliefden en vrienden dat ze tenslotte hartstochtelijk in elkaars armen vliegen en na aankomst in Izmir als tandem over de boulevard paraderen.

Voor mij de eerste keer een Turkse film te zien, hoewel in de filmmuziek vol wrok, nostalgie, hartstocht en ontnuchtering ook Engelstalige en Franstalige nummers zijn verwerkt. Al werd ik als kijker niet echt verrast door het plot, zijn er toch voldoende wendingen ingebouwd om de aandacht erbij te houden deze anderhalf uur op Netflix.