I read this article on OnStartUps blog posted by Dharmesh Shah on Tue, Nov 15, 2011 and wanted to share it.

The CEO should be the Chief Experience Officer

Earlier this week, I was chatting with my friend, co-founder and CEO of HubSpot, Brian Halligan. We were doing one of our ad-hod strategy sessions about the business, and working through some things.

After that conversation, as I was driving to a dinner meeting, an idea occurred to me. The phrase “Chief Executive Officer” doesn’t convey much, if anything. There’s a better way to describe the role.

I will posit that in a technology company, the CEO should be the Chief Experience Officer.

If the CEO can make the following set of experiencesamazing, by definition, she will make an amazing company.

1. Product Experience: What is the experience like using the product and getting value from it? Does it solve the problem simply? Does it make users happy,productive and hopeful when they’re using it, or does it make them frustrated, angry, agitated and depressed?

2. Purchasing Experience: What is it like to go through the sales process and buy the product? Was it easy to figure out whether the product was the right fit? Was the pricing straight-forward? Was the buying process smooth without unnecessary steps and complexity?

3. Brand Experience: What is it like to interact with the company’s brand? Does talking about the company with others ignite passion? What kind of emotions does it evoke? When people see the logo online or offline, what’s the visceral reaction?

4. Support Experience: What is it like to receive support from the company? Do people dread having to call in and get help? When they do make contactl, do they feel like the company cares not just about appeasing and pleasing — but that the actual problem is addressed?

5. Exit Experience: What is it like to leave the company, cancel the subscription and no longer be a customer? Sometimes you can tell more about a company by how it treats customers on their way out, than on their way in.

6. Employee Experience: What’s it like being recruited by the company? Working for the company? Being let go from the company? If you have a terrible employee experience, you will not attract the kinds of people that will make the customer experience amazing. It just doesn’t work.

Notice that most of the above experiences are all about the customer. How does the customerexperience the company? I think that’s the primary set of experiences the CEO should worry about. The reason is simple, by improving the overall customer experience, everyone wins. Including the investors/shareholders (and yes, the CEO also needs to manage the shareholder experience too).

So, Don’t just improve the product, improve the experience. This is one of the points I made in myBusiness of Software (2010) presentation (I think it was one of my better ones, full video and transcript available).

What do you think? Am I over-thinking the importance of the overall experience? Any lessons learned or tips on how to measure and improve the end-to-end experience?

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Multiple Income Streams Soothe Therapist’s Financial Anxiety (part 1) By JULIE HANKS, LCSW

By JULIE HANKS, LCSW

Relying solely on direct clinical hours may leave private practitioners financially vulnerable to income instability. Since client hours in private practice can vary greatly depending on the time of year, state of the economy, number of new referrals, and several other factors, developing multiple income streams can help you to create a more stable income. “By having the other income streams in place, I have been able to be less susceptible to the ebbs and flows that occur in private practice during difficult economic times,” says The Rev. Christopher L. Smith, LCAC, LMHC, LMFT. In addition to providing income stability, diversifying your professional activities with multiple income streams allows therapists to explore a variety of interests, to express creativity, and to get paid for their passions.

In addition to clinical hours, I own and serve as clinical director of a private therapy clinic where I oversee and supervise 10 therapists, write for PsychCentral and other publications, work as a relationship and emotional health media contributor, do public speaking, provide consultation to therapists building a private practice, and I’m currently writing my first book.  Curious about what other private practitioners are doing to add to income stability I reached out to several successful colleagues to see what additional income streams they’ve developed. Here’s a sampling of what other therapists are doing to diversify their professional life and achieve greater income stability.

Write and publish a book

Many therapists have taken their clinical expertise and turned it into a book. For example, Frank J. Sileo, PhD has  written three children’s books, including Bug Bites and Campfires: A Story for Kids about Homesickness (Health Press, 2009). Clinical Psychologist Dr. John Duffytook his passion for parenting and authored a book The Available Parent: Radical Optimism For Raising Teens and Tweens (Viva Editions, 2011). What areas of expertise could you write about?

Write for print publications

Supplementing clinical work, Terrie Browning, LPC, CFC, DCC writes for a column “My Healthy Mind” for a local magazine My Metro You. Not only does it provide additional revenue but she says it’s also personally fulfilling. Of writing for publications she says, “Writing allows me to share knowledge on topics that are a concern for many people and offers a way for me to network myself.”  Therapist Karen R. Koenig, LCSW, M.Ed. has successfully written for professional publications including Social Work Focus, Social Work Today, Addiction Treatment Forum, and The Newsletter for the Society for Family Therapy and Research, adding an additional income stream.

Create a therapeutic product

Have you considered creating and selling a product based on your clinical expertise? Stephanie Ann Adams, M.A., LPC of Beginnings Counseling & Consulting, created a hybrid counseling/video series for premarital counseling through Twogether in Texas. To help families deal with the stress of relocation Jill Kristal, President of Transitional Learning Curves, developed a game and book series called ‘Our Move’.

Develop a professional online network

The internet allows for many options for therapists to create passive income through membership sites. In addition to writing a local magazine column and providing clinical work, Browning, with the help of her adult children, developed a professional wellness center online called Experts Now. This online center offers wellness experts an avenue to offer services and sell products for a commission creating additional income for Browning.

Contract as a consultant

Consider asking yourself, “Which companies or organizations may want to tap into your areas of expertise?” Therapist Dr. Mario Kirk, LPC, Director, A Blessed Child, LLC, performs psychological testing for local attorneys and schools. Women’s reproductive health specialist Pec Indman EdD, MFT consults and trains for county health programs and for the US Federal government.

Are you developing multiple streams of income to supplement your direct care hours? Please share your ideas in a comment below.

From:

(Source: blogs.psychcentral.com)

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• Therapists Online: A New Norm? (psychcentral.com)

Something big is looming about.  In just a few short weeks the cat will be let out of the bag. Stay tuned.