How did a former bank executive and a kid from a car wash cross paths to discover a shared passion for crafting memorable customer experiences? From Mindless to Mindful answers this question while weaving together their lessons learned over two vastly different careers. Their stories are real and compelling--they transcend boundaries between industries, the nature of businesses, and generational gaps.In today's global marketplace, products and pricing are becoming less distinguishable. Organizations are discovering that great customer service is no longer enough--it takes more. The world's most admired organizations have progressed beyond customer service and now focus on the end-to-end experience of their customers and their employees. This book will show you how to get there.From Mindless to Mindful is for everyone. From CEO to manager to front-line employee, this book will sharpen your focus on what really matters to the people who grow your business. You will gain fresh insights on building a culture where delivering memorable customer experiences is in the heart and mind of every employee.

Born in former Yugoslavia, Draj Fozard moved to Canada as a young child and grew up in Northern Ontario. She holds a degree in economics from McMaster University and obtained her Certified Financial Planner designation and Net Promoter Associate Certification. She has over twenty years of senior leadership experience, and is now pursuing her Human Resources Certificate at Mohawk College. Draj is invigorated by her love of travelling, music, and her two adoring sons, Michael and Nicholas. She currently lives in Grimsby, Ontario, with her cats, Sam and Lily.Born in St. Catharines Ontario, Jesse Otta grew up on the shores of Lake Ontario in the village of Port Dalhousie. He is a customer experience expert in the financial services industry after a ten-year career in the car wash industry. As a hobby guitarist and an avid motorcyclist, his adventurous spirit and curious nature has lead him to explore European cultures and appreciate each journey. Draj and Jesse work for Meridian Credit Union as Director of Service and Member Experience Coordinator, respectively. They are responsible for the overall service experience and customer engagement, and act as ombudspersons for service complaints.

Draj Fozard's profile page

Born in St. Catharines Ontario, Jesse Otta grew up on the shores of Lake Ontario in the village of Port Dalhousie. He is a customer experience expert in the financial services industry after a ten-year career in the car wash industry. As a hobby guitarist and an avid motorcyclist, his adventurous spirit and curious nature has lead him to explore European cultures and appreciate each journey. Draj and Jesse work for Meridian Credit Union as Director of Service and Member Experience Coordinator, respectively. They are responsible for the overall service experience and customer engagement, and act as ombudspersons for service complaints.

Jesse Otta's profile page