Customer Experience Leaders

Today I stumbled upon a great blog http://experiencematters.wordpress.com/. Almost every entry has something of value. I especially enjoyed reading the http://experiencematters.wordpress.com/2010/12/02/quick-6-with-jerry-adriano-sprint/ article. In that article Jerry Adriano, Sprints VP of Customer Experience discusses what it takes to lead with customer experience. He states:

Start with the understanding that it’s a journey, so develop a multi-year plan that allows you to prioritize and register some early wins, gain executive support, evangelize at all levels, identify a way to engage all employees in the customer experience improvement and don’t be shy about being the voice of the customer.

Speaking from experience, I can tell you that representing the "right thing" to do for customers/donors is not always as easy as it should be. Most organizations embrace the idea of experience right up until it means more money. I am delighted to work for and with many organization that truly embrace customers, but I also appreciate the work it takes to get there.

Take-Away: As you start or even continue your journey down the customer experience road, remember that it is a journey and each decision you make today will impact tomorrow.

Don't Block Santa

I was recently at a spectacular event, the Annual Macy’s window unveiling in New York city. I have seen/heard about this for year's and always wanted to visit.

Enter opportunity! I happened to be in New York for a conference, the very same week. I was elated. Macy’s did a fantastic job they integrated Broadway, a touching story, and even a children’s choir.

Can anyone say nauseating? I loved it!

As the event started all of the executives from the Macy’s store came out to see the show, and instead of standing in the back or on the side, they stood right in front of all the little kids that had been standing outside the store for over an hour to see Santa.

Now, I don’t know about you, but I bet they did not realize how that experience impacted all of the people around them.

Take-Away: Executive teams should not "Block Santa”—If you are planning an event for your customers, keep them front and center!

The Art of Surprise

Today I returned to a hotel I visited for a conference over four years ago. At check-in I was greeted warmly and presented a letter thanking me for returning and offering me a free koozie. They were “delighted” I had returned.

What a pleasant surprise! I have shared this pleasant letter with everyone I can because it is so simple and easy to implement, and it made me feel very welcome.

If you are reading this blog it’s likely because you too are looking for ways to create loyalty. If that is the case, I would highly recommend you take a tip from the Tradewinds Resort in St Petersburg, FL. Remembering when people come back to you is a great way to ensure that they will come back again.

Take-Away: A pleasant surprise perfectly placed, can lead to a lifetime of loyalty and positive goodwill.

Dictionary Term: Customer Loyalty...Now what?

I saw this in a newsletter today.

Customer loyalty - The new imperative of marketing. As the marketplace approaches a super-saturation of products–-as the power in the marketing equation shifts from product to consumer–-brand loyalty disappears. To survive, companies will have to create loyalty relationships with their customers, one customer at a time, according to IEG.

Great now what?

I always laugh when I see things like this. What are we supposed to do with this information? I think we all know this is coming, but it doesn't really help us figure out what we can do.

Here are 3 tips that can help you create loyalty:

1. Surprise your customers. When was the last time you got a surprise? The point isn't that you got it, it is that you just remembered it. The unexpected element of surprise makes it memorable and helps contribute to loyalty. Think about how you can surprise your customers.

2. Listen to your customers. The old saying, the customer is always right--is BS, but listening to what they want and need can help you figure out how to better serve them.

3. Respond to your customers. Interacting and responding to customer needs is critical in establishing loyalty or a relationship. Customers need to know that you are working to correct a problem. They want to know what you are planning for the future. They want to be a part of your organization.

Take-Away: I make it sound easy, but this requires a lot of committment and effort to "get it right." However, as the power in the marketing equation shifts from product to consumer, and brand loyalty disappears, ask yourself am I doing what I should be doing for my organization to survive?

Share Your Experiences for the Greater Good

I am feel like one of the lucky people in the world. I have an amazing and loving family, and more friends than I can keep up with. I have learned how short and precious life is through each of them.

Lately several of them have taken to writing for the causes that impact their lives, and I wanted to take a moment to share the stories of two great people in my life because I think there is something we can all learn from both of them.

The first is my dear friend Kristi Simmons. At the age of 29 she was diagnosed with breast cancer. Not only that, her mother and her Aunt were also diagnosed. In 2007, her mother lost her fight with this devastating disease. If that is not enough, my friend Kristi, not only under went and beat this disease, she remains one of the most optimist, positive people that I know. Read more about her story here: http://www.komenaustin.org/assets/race-documents/why-i-race/kristi-svec-simmons.pdf

The second is my sister, Michelle Hensel. In April of this year she gave birth to my niece and nephew at 23/24 weeks. For those of you that haven't already done the math, they were only carried for about 6 months--not long enough. Her struggles to get through this emotional time, and fight to bring those babies home was tremendous. In August of this year, both babies came home. The road ahead is still long for all of them, but they are still with us to travel it. Read her inspiring stories here: http://camdyncade.blogspot.com/

Now, other than great reading I think there is something to be learned by these inspirational words. Experiences are what connects us...they are the things that bring us together...that move us to act...that inspire us.

Takeaway: Think about how you can use the stories that impact your life to do great things. Kristi uses hers to raise money for Susan G. Komen, Michelle uses hers to help other families of premature babies, & starting today, you will use yours to____________________.