Thoughts

Red Shoes Moments: The London Attacks

Red Shoes Living was originally created as an internal mechanism for the InMoment company culture. It has now been shared with hundreds of companies and leadership groups, and in February of 2017 due to intense interest broke out of InMoment to become its own entity, helping companies develop “stand out” cultures and people essential to customer service and business success.

However, Red Shoe Living extends far beyond the confines of work. The principles cover much more than just building a winning team. When embraced as a lifestyle, the five pillars that are its core concepts change lives, encouraging individuals to be filled with awareness, gratitude, and respect and kindness. Everyone has their own story, and it is good in moments of both tragedy and triumph to shine a light on those who have put themselves out there to help and encourage others.

The recent attacks in London, while tragic, were filled with Red Shoes Moments. Here are just a few.

MP Tobias Ellwood gave mouth-to-mouth resuscitation in an attempt to revive PC Keith Palmer, the officer stabbed by the attacker. Ellwood had every reason to run to safety: police officers were instructing everyone to do so. Ellwood has suffered personal tragedy as well: his brother was killed in the 2002 Bali Bombing.

Photos showed the MP’s bloodied hands and face, after the former Army officer tried to apply pressure to the injured officer’s wounds.

Dr. Jeeves Wijesuriya, chairman of the junior doctors' committee at the British Medical Association, also rushed to the scene as events began to unfold. The doctor was addressing a regional BBC team nearby.

He was a part of the team that tried to save the lives of both the officer and the attacker. The police and first responders spent nearly an hour trying to revive them both. One died at the scene. The other died later at St. Mary’s Hospital. Wijesuriya truly went above and beyond.

Tony Davis from Gateshead was one of the first to reach PC Palmer. Though not formally trained in first aid, the boxing coach knew the basics, and put his raincoat under the officer’s wound, applying pressure to stop the blood.

A few moments after he arrived, MP Tobias Ellwood took over the attempt to resuscitate the officer. Although Davis told the BBC, “I am not brave, I am not a hero,” his rushing to the scene showed true compassion and bravery.

Dr. Tony Joy is a member of the London Air Ambulance team that landed in Parliament Square. At first, the team was given very little information. They thought they were responding to a road crash with 20 plus patients.

What they saw when they arrived on the scene was much different than what they expected, but a survey from the air told them it was a major traumatic event. The team worked an extremely long day, tending to the nearly 40 injured individuals. Their sacrifice is a true example of the resilience of the British People.

The National Health Services (NHS) Staff. Doctors, nurses, and medics from the nearby St. Thomas Hospital responded to the scene, and the administration called in extra manpower to help the injured and provide the extra medical care needed.

The entire staff went above and beyond to help those affected, and all of them displayed what it’s like to put Red Shoes culture into action. Theirs was truly a Red Shoes Moment.

The British people are resilient, and all over the country people posted signs, Tweeted, and showed their support not only for those injured and the first responders, but about themselves as well. "London is the greatest city in the world,” the Mayor’s office said. “We will never be cowed by terrorism. We stand together in the face of those who seek to harm us and destroy our way of life. We always have and we always will."

Lonnie Mayne: I’ve been a part of the British Citizens Awards for the last three years, and love to highlight those who truly stand out and do good in the world. I’ve walked through that gate, visited the House of Lords, and my heart went out to the British Citizens who put themselves out there for the good of others during these horrible events.

Red Shoes Moments are not about me or my company, but about the real people doing good in the world. It is an honor to stand with the British people and recognize a few of the many who did so much good on that day.

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Owning and Extending the Customer Experience with Cheryl’s On 12th

A word of advice: Never pass up the opportunity to experience something done right—especially where food is involved. There is a lot to be learned from the things that get people buzzing—and one place that has been buzzing in my hometown of Portland, Oregon is a restaurant called Cheryl’s On 12th.

When the Spectacle Impacts the Professional

Matthew Jacobson of The Spectrum and Daily News just produced a story that’s running on the USA Today network. The article spotlights some larger-than-life pieces of my childhood and shares the Red Shoes message.

I’ll never forget the lessons I learned from my wonderful dad, and I hope, in reading this story, you will find inspiration and application from even the wildest or simplest experiences of your own life and relationships.

Read “From the Ring to the Real World”

Why the Hell Not?

Hey. I’ve been away for awhile, but man I’m ready to be back. To everyone who has voiced a desire to see more Red Shoes Living on this site, “Thank you.” The need for inspiration is incredibly constant; I know it’s something I need daily.

Of all the positive examples in my life, I specifically have my daughter, McKenzie, to thank for inspiring me to get back on here. I recently joined her little family for dinner, and a message she had written on her chalkboard instantly brought a stack of thoughts to my mind. On top of that stack was “getting back on the Red Shoes site.” (Just underneath it was “eating chocolate for breakfast.”)

Each and every thought followed the same pattern: something that I would love to do but just... can’t. Why? Well, that’s the wrong question. Look at McKenzie’s chalkboard with me and see if your own list doesn’t immediately spring to mind.

She and I had a good conversation that night, and I asked her to send me the story behind the message so I could share it. This is what she told me:

I try to keep our home a place of daily inspiration, motivation, and somewhere we can feel grounded. Placing quotes around our house is any easy way to give us simple reminders of positivity and encouragement. Our kitchen chalkboard is the last thing we see as we leave every day, so I try to put things on there to give us a last boost of motivation as we go to conquer our day.

At this time, I was drawn to this particular quote because I feel like, by nature, we are surrounded by information telling us that we can’t do certain things. Limits are set by the people we work for, people we love, people we don't know, and society as a whole. As a new mother, I have found myself focusing too much energy on the things I am no longer able to do, or perhaps the things I don't think I can now accomplish as a full-time mom.

It’s been a slight identity crisis. But as I start questioning why in fact “I can’t” do those things, I realize that I indeed can do anything I want. These limits we set, in reality, are non-existent, invisible insecurities that virtually have no meaning when we challenge them. It is so simple to shift the narrative from what we can’t do to what we can. Once you start, the possibilities really become endless.

I couldn’t agree more. For me, there’s simply no reason good enough for me to not be here. There’s no answer good enough to that powerful question.

I’m so glad I still see so many people living with this question in their hearts. I spend a lot of time with one such person: My CEO at InMoment, John Sperry. He’s a man who still believes he can fly. He still believes in the unknown, the untried, the unexplored, the possible impossible. It’s amazing how much new and exciting he finds in a world that thinks it’s all been done.

Today I’m joining him, I’m joining you, I’m joining McKenzie and many others in doing the same. Why the hell not?

“A Spirited Race Every Day”: Customer Is Key to Omnichannel Strategy

I wanted to introduce this article co-featuring VP of Customer Experience at Express Jim Kaniaris and me, but the article has a nice introduction in place already: “During his presentation, ‘Express on the Role of Customers in the Omni-Channel Strategy,’ presented at the Loyalty360 Engagement & Experience Expo held this week in Dallas, Jim Kaniaris, Vice President of Customer Experience at Express, and Lonnie Mayne, President of InMoment, discussed how the Express customer helps inform Express’s omni-channel strategy and focus on customer engagement and brand loyalty. And it boils down to one thing: A pair of red shoes.”

Check out the full article here. Or click the photo below. Mayne_Kaniaris_Stage

The Red Shoes Experience Condensed into a Single Napkin Doodle

After speaking at Mattress Firm’s 2014 BEDTalks in D.C. last month, they had William Warren of The Sketch Effect put together a killer little summary of my time on stage. I love it—and not just because he gave my face a bit of the “handsome news anchor” treatment. Of course I had to share it with you all. Red-Shoes-Experience_Sketchnotes_022214

I’ll be posting more soon from this amazing event, including a little more on the man, the myth, and the Red Shoes Award–winner: Johnny “SameDay” (sketched above).