cem « Customer Experience: Take A Stance

Posts Tagged ‘cem’

20
Jan
2011

why do you social media?

I have almost 800 friends on my persoanl Facebook page, over 300 fans on my business fanpage and close to 1500 followers on Twitter…not huge numbers, but respectable. Of those 2600 friends, fans and followers, 75 percent consists of retail, blogs, restaurants, services, entertainment, career connections and news sources.

Every day I read about what is for sale, what the economy is doing, how to run my business, what time happy hour is, what the special is tonight, why bedbugs are making a comeback, how to train my dog and the latest top 10 list about something.
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I comment. I engage. I ask questions. I like. I share. I tweet. I retweet. I post. I suggest. I repost…and over and over.
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Oh, and I also schedule updates to post later. I do this to make good use of my time and share information on a wide variety of topics that interest me and my friends and followers. I am proud to say that 99.4 percent of the time, I am available to ENGAGE with friends, fans and followers when the post goes live because that is the point of social media.

So why do I Social Media?

From a professional level (for my business and for my clients): to build relationships and to understand the root causes of customer sentiment and behavior in order to prioritize improvements that enhance each customer’s experience.

Listen
Know your customers
Care about your customers
Evolve with your customers

From a personal level: to create relationships, to support those I believe in, to stay connected with my past, to build my future and to find out what the special is tonight….because after all, food is high on my list of priorities.

Why do you Social Media?

Tags: align, angry customer, benchmark, brand promise, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, empower, engage, Experience, experience exemplified, feedback, happy customer, ice cream, journey, listen, moment of truth, optimal conditions, perception, positive referral, process, repeat business, restaurant customer service, social media, sparkpoint, strategy, touchpoint, word of mouth
Posted in Social Media

14
Jan
2011

celebrate friends and fans – 2011

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their company, product or service.

In 1902, Mose Iacino’s family came to Colorado from Grimaldi, Italy, in search of a better life. Young Mose had a mind full of ideas, an entrepreneurial spirit and an appreciation for quality seafood.
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In 1918, Mose Iacino, age 16, set out to bring fresh seafood from Seattle to the people of Denver and the surrounding area and created Seattle Fish Company. Although much has changed since that time, Seattle Fish Company remains a family-run business, where Mose’s spirit of innovation, dedication and service lives on.

Mose developed a system for transporting fresh seafood to the landlocked state of Colorado. It entailed packing fresh fish in sawdust and ice, and shipping the goods by railcar from Seattle. At each train stop, the ice was replenished to keep the seafood fresh. Denver citizens flocked to his stall inside his uncle’s shop at 1537 Market Street downtown. Little did Mose know that he was launching a career that would last a lifetime.

Today, fresh and frozen seafood is flown into Denver International Airport seven days a week from American coasts and port cities from around the world. The product travels in special shipping containers that maintain the seafood in peak condition.

Mose built a thriving business on ingenuity, customer service and quality seafood. His son, Edward Iacino, carries on the tradition as Chairman and CEO, grandson James Iacino is President and granddaughter Chelsea Iacino is Human Resource Manager.

Today, nearly 100 employees work to deliver their products to more than 650 grocers, restaurants, hotels and caterers, making them one of the largest seafood distributors in the western United States. They are also an active member of several industry organizations that help ensure high quality and sustainable practices. As the region’s largest supplier, they bring value and selection that are second to none — with the personal service of a three-generation, family-owned business. As a certified Marine Stewardship Council supplier, Seattle Fish Co. is committed to protecting the environment and maintaining sustainable practices from catch to consumer.

Visit Seattle Fish Co. on facebook.

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If you have had the pleasure of experiencing a Culinary Connectors tour, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, benchmark, brand promise, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, empower, entrepreneurial spirit, Experience, experience exemplified, experience mapping, family owned, feedback, Friday, happy customer, marine stewardship council, moment of truth, optimal conditions, perception, positive referral, repeat business, repeatable, restaurant customer service, restaurants, seafood, seattle fish, seattle fish co, social media, sparkpoint, strategy, sustainable, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

07
Jan
2011

celebrate friends and fans – 2011

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their product or service. If you have already interacted with the featured Friday Stance Friend or Fan and have a story to share, please do.

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Culinary Connectors was launched on November 15, 2008 by its president, Becky Creighton, to share the love, passion and excitement of Denver’s culinary world.
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Joining a Culinary Connectors tour is like stepping into the comfortable kitchen of a talented good friend. Experience excellence at the elbow of award-winning chefs in a small intimate group where pomp and pretense is replaced with genuine laughter shared over delicious details and tasty tidbits of expert information. Taste your way across Colorado’s complex cultural heritage from its high-stepping international recognition down to its home-spun roots and warm hearth.

Why Culinary Connectors:

-Learn where to find the freshest seasonal, local and organic produce
-Taste and sample, pair wines, learn the whys-and-hows
-Discover the gourmet shops and local artisans frequented by top chefs
-Sample from purveyors in quaint neighborhoods off the beaten path
-Learn how to meld regional influences into a recipe to make it uniquely yours
-Delight in “backstage access” and candid conversations
-Learn the treasured ingredients that elevate a dish from edible to indelible
-Feed your mind and body, nourish your foodie soul

Culinary Connectors provides behind the scenes culinary tours to Denver, Boulder and Aspen top restaurants, gourmet shops and ethnic markets. Visit www.culinaryconnectors.com for a tour calendar and details.

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Tags: align, analysis, benchmark, brand promise, cem, change agent, culinary, culinary connectors, customer centric, customer experience, customer feedback, customer retention, customer service, denver chefs, denver restaruants, empower, engage, ethnic markets, expectations, experience exemplified, family owned, foodie, gourmet shops, organic produce, perception, positive referral, process, repeat business, repeatable, restaruant tour, restaurant customer service, social media, sparkpoint, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

31
Dec
2010

celebrate stance friends and fans

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Happy New Year. Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their product or service. If you have already interacted with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we take a look back at the Stance Friends and Fans featured in 2010.
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It started in October with Newberry Brothers Greenhouse and Florists, a family owned and operated Colorado company started over 60 years ago that specializes in custom floral design, greenhouse plants and gourmet Colorado-Proud gift baskets.
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Also in October we featured kuulture, a family owned frozen yogurt store in lower downtown Denver.

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A newbie to facebook and twitter but not to the mortgage industry, G&S Mortgage, a Denver-based mortgage company owned by George Gore III, my brother.
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In November we welcomed SooperTramp, Trendy Dog Collars and Leashes for your Canine Sooperstar started in 2009 by Suzie Brown.

Our first featured sports team was The Denver Browns, an organization founded in 2006 by Gino Grasso and managed by Matthew Repplinger with the goal of developing amateur baseball players starting with Little Leaguers to Big Leaguers.

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And last, but certainly not least, Stance featured Eric Elkins, author, business owner, dad, single man about town and lover of food and drink.
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Stance supports locally owned small businesses that provide the optimal customer experience to each of their customers. They are all unique in their offerings, and I hope you support them as well. Cheers to all and I look forward to sharing in 2011.

If you have done business with any of the Stance Friends and Fans, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, benchmark, brand promise, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, employee training, empower, expectations, Experience, optimal conditions, positive referral, process, repeat business, repeatable, retail service, sparkpoint, strategy, word of mouth
Posted in Celebrate Stance Friends and Fans

12
Nov
2010

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we celebrate SooperTramp, Trendy Dog Collars and Leashes for your Canine Sooperstar, started in 2009 by Suzie Brown.
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SooperTramp was inspired by SooperCooper, Suzie’s 1.5 year old Golden Retriever and best pal ever. While searching for a collar and leash set that fit Cooper’s silly personality, Suzie learned quite a bit about construction of collars and leashes and the importance of using quality materials. Unfortunately there was nothing out there that had any personality. Of course quality was a must but Suzie wanted cute and sassy too. So, she took matters into her own hands.
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After months of research, practice, testing (SooperCooper’s job) and fabric shopping, SooperTramp was born. SooperTramp products are made from high quality, washable designer fabrics and are backed with the strongest nylon webbing on the market.
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Comfort and durability make the top of the “must have” list: collars are constructed using contoured Nexus buckles that fit the curves of your dog’s neck, welded, large-gauge D-rings and the strongest thread available. Solid, reinforced stitching is used to keep the hardware in place. SooperTramp accessories will hold up during every adventure and your pooch will be lookin’ good.

If you have been purchased a leash or collar from SooperTramp, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Shop SooperTramp.

Vist SooperTramp on Facebook.

Tags: align, benchmark, brand promise, cem, customer centric, customer experience, customer feedback, customer retention, dog, dog accessory, dog collar, dog leash, employee training, empower, engage, expectations, Experience, experience exemplified, experience path, fabric shopping, family owned, feedback, Friday, happy customer, moment of truth, nexus, optimal conditions, perception, pooch, positive referral, process, quality materials, reality, repeat business, restaurant customer service, sparkpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

03
Nov
2010

third party doldrums

1 Comment

I spend a lot of time building relationships on the great internet via social media. I talk regularly with people I have never had the pleasure of meeting and have made some real friends along the way.

I also have regular cyber conversations with restaurants, hotels, out of state services and local business owners. Each group has created an identity for themselves or the establishment they represent. As a consumer and believer in the almighty word of mouth marketing (WOMM), it excites me to watch the relationships grow before my eyes.

Which is why, on a recent visit to a local restaurant and bar, I was saddened by the treatment (or non-treatment) from the staff. Now don’t get me wrong, I am NOT looking for handouts or freebies, just the continued sharing and conversation that is done online.
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Before heading to happy hour with four other ladies, we all did our fair share of tweeting and facebooking about where we were going and at what time. We included the twitter handle of the establishment and even received a tweet back from them. They were happy we were coming in and excited to serve us (I bet they were also happy for the free WOMM). Also, I should mention, this was not my first time “chatting” with this business. I have been a supporter and so have the other ladies who include foodies, business owners and mega social media users.

The staff had no idea who we were. I do not expect the average restaurant to know who I am as I am not famous, but when five ladies have tweeted, facebooked and checked in on foursquare, it is assumed that an owner, manager, bartender, host or bartender will have some clue. Nothing. Enter the third party doldrums.

This particular establishment hires an agency to manage their social media which is NOT a problem at all for me. The problem is they do not have a system in place to inform the on-site staff of what to expect at any given time.

One large benefit of social media is building relationships with potential and current customers. People do business with people they like and spend money in places that make them feel good.

At this point the relationship has been broken and the experience was a let down. Even more alarming is that the employee, customer and company are not aligned so there is no way to provide the optimal customer experience.

Have you had the third party doldrums? If you are an establishment who hires out of house social media management, what systems do you have in place to avoid third party doldrums?

Tags: align, analysis, angry customer, benchmark, brand promise, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, employee training, empower, engage, expectations, Experience, experience exemplified, experience mapping, experience path, feedback, happy customer, journey, listen, moment of truth, optimal conditions, perception, positive referral, process, repeat business, repeatable, restaurant customer service, retail service, social media, strategy, touchpoint, word of mouth
Posted in Customer Experience

29
Oct
2010

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and let Stance know about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we celebrate G&S Mortgage, a Denver-based mortgage company owned by George Gore III, my brother. George has been exceeding expectations and mastering mortgages for over 15 years in Colorado communities.
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His mission at G&S Mortgage is to set a high standard in the mortgage industry. George is committed to quality customer service – putting the people first – while adhering to the highest degree of integrity in business.
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George is happy to work with both brokers and buyers direct. His reputation for “getting it done” follows him everywhere.
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Services offered by George at G&S Mortgage:
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:    CONVENTIONAL
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:    GOVERNMENT PROGRAMS (FHA/VA)
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:    DOWN PAYMENT ASSISTANCE

: 90% RATE OR TERM RE-FINANCING & PURCHASES UP TO $1,200,000

: SECOND HOME

: INVESTOR/RENTAL PROPERTY

: NO INCOME VERIFICATION

: BALLOON/ARM

: NON-CONFORMING

Learn more today, because as you know, it is a great time to buy a home.

If you have done business with G&S Mortgage, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

G&S Mortgage Corp.
Denver, Colorado
303.759.0508

G&S on Facebook

G&S on Twitter

www.gsmortgagecorp.com

Tags: benchmark, brand promise, cem, customer centric, customer experience, customer feedback, customer retention, employee training, engage, expectations, Experience, experience exemplified, family owned, Friday, happy customer, moment of truth, mortgage, optimal conditions, perception, positive referral, process, reality, repeat business, retail service, social media, sparkpoint, strategy, system, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

22
Oct
2010

celebrate stance friends and fans

1 Comment

Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and get back to Stance about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.
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Today we celebrate kuulture, a family owned frozen yogurt store in lower downtown Denver. Luscious, creamy and satisfying is one way to describe kuulture frozen yogurt, but is also fat free, low in calories (about 25 calories per ounce) and contains no added sugar. It’s packed with calcium, protein and vitamins, yet its gluten free and Kosher.

Besides the exceptional taste, kuulture frozen yogurt is incredibly healthful and nutritious and contains live and active cultures for good health. Studies suggest that the live and active cultures in yogurt aid in digestion and strengthen the immune system. Based on studies in countries where yogurt consumption is high, researchers have found that yogurt may even help to lower cholesterol and the risk of certain types of cancer. Even individuals who are lactose intolerant typically can digest frozen yogurt without any of the side effects common among other milk products.
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Kuulture embraces the local art community and encourages artist to submit art for their monthly gallery. They know what it takes to not only open a business, but also focus on the work that goes behind the scenes to continue to succeed and grow. Their philosophy is that they grow if communities thrive, and they believe in honoring this special relationship by giving back. Kuulture also sponsors children’s programs that cultivate the community.

With every city and each expansion, kuulture will connect and continue to work closely and be involved with each community. Help kuulture make a difference in the community by collaborating with them on our blog.

If you have been to kuulture, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Located in LODO on the corner of Larimer and 15th St
1512 Larimer Street Denver, CO 80202
303-573-7200

Winter Hours: November thru March
Every day: 12 pm – 10 pm

kuulture on facebook

www.kuulture.com

Tags: art, benchmark, blog, brand promise, cem, change agent, charity, community, customer centric, customer experience, customer feedback, customer retention, customer service, employee training, empower, engage, expectations, Experience, experience exemplified, family owned, Friday, frozen yogurt, gluten free, happy customer, healthy, ice cream, kosher, kuulture, lodo, optimal conditions, perception, positive referral, process, repeat business, repeatable, restaurant customer service, retail service, social media, sparkpoint, strategy, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans, Customer Experience

19
Oct
2010

the new #7

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A friend texted me an interesting question last night as she was eating in a local restaurant.

What do I do when the service is good but the food is not?
Do I tell them?

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A valid question and a reminder that not all the focus can be on the customer experience because the product is just as important.

A great customer experience supports a well planned product, whether it is the perfectly executed nine course tasting menu at The French Laundry, the best shoes at a great price from Zappos or a superb night’s stay at Ritz Carlton.
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Imagine that during your visit to The French Laundry you are treated as royalty, but instead of being served a divine dish fresh from The French Laundry farms, you are served beanies and weenies. No amount of planned, repeatable customer experience will make that acceptable for the price of the product, right?
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So I propose an addition to the Six Laws of Customer Experience by Bruce Temkin, customer experience transformist and Managing Partner of the Temkin Group.
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1. Every interaction creates a personal reaction.
2. People are instinctively self-centered.
3. Customer familiarity breeds alignment.
4. Unengaged employees don’t create engaged customers.
5. Employees do what is measured, incented and celebrated.
6. You can’t fake it.

And the New #7: A well planned product or service that is aligned with the experience.

So what did I tell my friend? A bad product is a bad product. Fortunately there is always room for improvement…but not if they don’t know.

Although her opinion is just one of many, if the restaurant integrates customer feedback and insight throughout the organization (one of four core customer experience competencies by Temkin), then they already know and (hopefully) are making changes to the product so it meets the customer experience they provide.

And then, once again, the employee, customer, organization AND product/service are aligned.

Tags: align, analysis, angry customer, benchmark, brand promise, bruce temkin, cem, change agent, core customer experience competencies, customer centric, customer experience, customer feedback, customer retention, customer service, employee training, empower, engage, expectations, Experience, experience exemplified, experience mapping, feedback, happy customer, moment of truth, optimal conditions, perception, positive referral, price, process, product, repeatable, restaurant customer service, retail service, six laws of customer experience, social media, sparkpoint, strategy, system, touchpoint, word of mouth
Posted in Customer Experience

12
Oct
2010

don’t allow indifference

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I run in to this a lot:

I go to an establishment with certain expectations which are not met. I look around and note that everyone else seems to be happy with their experience, in fact, the place is packed. Are they receiving OR perceiving a different service or experience than I am, or are they just indifferent?

Last Sunday I went out to eat brunch and watch the Bronco game with a group of friends and it was not a good experience. The server was friendly but not attentive or helpful, they were out of two beers on the menu, they no longer served the “giant cinnamon roll” highlighted as a specialty, the hollandaise sauce was “refrigerator” cold, the eggs were runny and the breakfast burrito did not have any eggs in it. We were generally bummed, but it appeared that everyone around us was generally happy. Could it be that the overarching expectation of most customers was just to be fed, watered and provided a certain level of entertainment? Were their expectations just low enough to make mistakes acceptable?

If that is the case, then what is the motivation for the company owner to improve upon their systems and offer a solid experience? How about this:

Doing good business and making good money means there is an opportunity to do GREAT business and make MORE money.

I do not believe the company, employee and customer were aligned. Instead, everyone was operating independently of one another and without similar goals.

How do you approach companies who are doing well despite providing a mediocre customer experience? Are you indifferent?

Tags: align, analysis, angry customer, benchmark, brand promise, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, employee training, empower, engage, expectations, experience mapping, feedback, happy customer, journey, moment of truth, mystery shops, optimal conditions, perception, positive referral, process, restaurant customer service, social media, sparkpoint, strategy, system, word of mouth
Posted in Customer Experience

Posts Tagged ‘cem’

What do I do when the service is good but the food is not? Do I tell them?

And the New #7: A well planned product or service that is aligned with the experience.

take a stance:

What do I do when the service is good but the food is not?
Do I tell them?