experience mapping « Customer Experience: Take A Stance

Posts Tagged ‘experience mapping’

06
May
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 them.

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Today we celebrate all things Colorado wine including Winefest Denver, the annual fundraiser for the trade organization of grape growers and winemakers of Colorado: the Colorado Association for Viticulture and Enology (CAVE), a non-profit organization.
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This first annual event, featuring close to 50 Colorado wineries, will establish a Wine Festival that is unique to Denver while generating awareness of Colorado wineries and the non-profit organization dedicated to their support. Guests may choose from a variety of event options while also having the opportunity to sample and purchase bottles of wine from a wide variety of Colorado wineries. All funds will go towards education, seminars, research and equipment purchases to improve the grape growing and winemaking of Colorado wines.

EVENT SPECIFICS
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DATE: June 9-11, 2011
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LOCATION: Shops at Northfield, a pedestrian-friendly open air shopping district located in north Stapleton only minutes from downtown Denver.
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WINERIES: A few favorite participants include Bonacquisti Wine, Balistreri Vineyards, BookCliff Vineyards and Jack Rabbit Hill Wines. For a full list of participating wineries, visit Participating Wineries.

Thursday, June 9: Celebration of Colorado Wines at The Governor’s Residence
Friday, June 10: Celebrity Chef Wine Dinner at Northfield
Saturday, June 11: Winefest, VIP Experience, Seminars and Demonstrations (Sample and purchase wine from a wide variety of Colorado Wines)

Chef Hosea Rosenberg from Top Chef will be one of the headliner chefs for the Friday Night Wine Dinner on June 10. There is a10% Discount through Mothers Day.

For a full event list including prices, visit Event & Ticket Prices.

Cheers.

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If you have had an experience with any Colorado wineries, please share it here. If not, visit one today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: benchmark, brand promise, cave, cem, Colorado winery, colorado wino, customer centric, customer experience, customer retention, customer service, denver vineyards, empower, engage, enology, expectations, experience exemplified, experience mapping, family owned, Friday, grape growers, happy customer, Local, optimal conditions, retail service, social media, sparkpoint, touchpoint, viticulture, wine, winefest denver, winemakers, word of mouth
Posted in Celebrate Stance Friends and Fans

29
Apr
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 them.

Novo Coffee is a wholesale coffee roasting company headquartered in Denver. As their name suggests, Novo Coffee was created with a goal of bringing new life to the coffee industry. It is their aim to promote the world of specialty coffee through the meticulous selection, roasting, brewing, and presentation of what they feel are some of the most distinctive and flavorful coffees available in today’s marketplace.

Novo’s goal is to reintroduce you to coffee. For starters, coffee didn’t originate in a European cafe amidst writers, lovesick poets, and starving artists. It comes from Ethiopia, where coffee is called Bunna, pronounced “BOON-NUH” in their native language of Amharic.

They say there is a little bit of science in every art and a little bit of art in every science. Nowhere is that more true than inside the Novo roastery. They strive to keep a foot in the past by connecting to origin, and supporting the communities that start their beans on their path to your cup. They also keep an eye to the future, developing roasting and brewing techniques that challenge convention and dramatically improve your coffee experience.
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From sourcing some of the most unique and flavorful coffees in the world to roasting them in small batches in their 1960’s custom rebuilt Vittoria roasters to finally serving them in coffee bars, restaurants and homes, they live in the spirit of constant improvement in all aspects of our process.

Want to see for yourself? Give them a call to arrange an on site coffee cupping! 303-295-7678.

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If you have had an experience with Novo Coffee, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, analysis, benchmark, brand promise, coffee, cupping, customer centric, customer experience, customer feedback, customer retention, customer service, empower, engage, expectations, Experience, experience exemplified, experience mapping, family owned, Friday, happy customer, journey, moment of truth, novo coffee, optimal conditions, positive referral, repeat business, restaurant customer service, retail service, social media, sparkpoint, strategy, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

18
Mar
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 them.

March is National Multiple Sclerosis (MS) Awareness Month. The National MS Society Colorado Chapter is a collective of passionate individuals who want to do something about MS now – to move together toward a world free of MS. .
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Each year, thousands of Coloradans come together to raise funds and awareness for the Society by participating in fundraising events all around the state.
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Join the movement and MOVE OTHERS!

In the United States today, there are approximately 400,000 people with multiple sclerosis MS—with 200 more people diagnosed every week. Worldwide, MS is thought to affect more than 2.1 million people. While the disease is not contagious or directly inherited, epidemiologists—the scientists who study patterns of disease—have identified factors in the distribution of MS around the world that may eventually help determine what causes the disease. These factors include gender, genetics, age, geography, and ethnic background.

MS is a chronic, often disabling disease that attacks the central nervous system (CNS), which is made up of the brain, spinal cord, and optic nerves. Symptoms may be mild, such as numbness in the limbs, or severe, such as paralysis or loss of vision. The progress, severity, and specific symptoms of MS are unpredictable and vary from one person to another. Today, new treatments and advances in research are giving new hope to people affected by the disease.

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If you have had an experience with the National Multi Sclerosis Society Colorado Chapter, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, analysis, benchmark, bike ms, brand promise, cem, change agent, colorado society, customer centric, customer experience, customer feedback, customer retention, dontate, empower, engage, expectations, Experience, experience exemplified, experience mapping, feedback, Friday, hike ms, journey, moment of truth, ms, multiple sclerosis, optimal conditions, restaurant customer service, run ms, sparkpoint, strategy, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

18
Feb
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.

CrossFit Denver is the fitness destination for Coloradans who are serious about improving their overall performance, general physical preparedness, body composition and quality of life. They work with professional athletes, weekend warriors, soccer moms, golfers, law enforcement personnel, firefighters, grandfathers, kids, business executives and everybody in between.

CrossFit is a nationally affiliated program developed by experts in functional fitness. Their program delivers a fitness that is, by design, broad, general and inclusive. Their specialty is not specializing.

We are CrossFit Denver (YouTube Video)

CrossFit Denver was the first public CrossFit affiliate in Colorado opened in 2005 by Denver native, Randy Goldstein. Slowly but surely, Randy’s passion for CrossFit and coaching began spreading the CrossFit word and educating the masses on its bountiful benefits in life, health and fitness. CrossFit wants to give you all the information you need to make an informed decision whether it’s a good fit for your fitness goals. They don’t want unhappy members who have been “trapped” into a commitment.

The first step is for you to get to know them, and for them to get to know you. I personally started CrossFit this week and can feel that the rewards will be great.

CrossFit Denver on Facebook.

CrossFit Denver website.

130 Lipan St
Denver, CO 80223
303-482-2420
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If you have experienced CrossFit, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, analysis, benchmark, brand promise, cem, crossfit, customer centric, customer experience, customer feedback, customer retention, customer service, empower, engage, exercise, expectations, Experience, experience exemplified, experience mapping, family owned, Friday, happy customer, moment of truth, optimal conditions, restaurant customer service, social media, sparkpoint, strategy, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

14
Jan
2011

celebrate friends and fans – 2011

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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

10
Dec
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 interacted with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we celebrate Eric Elkins, author, business owner, dad, single man about town and lover of food and drink.
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Eric lives in Denver with his super-cool daughter and his super-annoying cat. He used to be a scientist…he used to be a cook in restaurants…he was once an elementary school teacher…then he was a youth content editor at The Denver Post..

Now he has his own company where he plays on his computer all day. At WideFoc.us, he specializes in helping businesses with social media tools like blogs, forums, Facebook and Twitter. He also writes about being a single dad at DatingDad.com. And don’t forget his book Ray, reflected, a young adult/middle grades novel based in Santa Cruz, CA.

You can find Eric a number of ways. Connect with Eric. Buy his book. Pick his brain. Enjoy a perfect martini. He has something to offer everyone.

Tags: brand promise, change agent, colorado author, customer experience, customer feedback, empower, engage, expectations, Experience, experience exemplified, experience mapping, family owned, foodie, Friday, novel, retail service, social media, sparkpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

03
Nov
2010

third party doldrums

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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

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

15
Oct
2010

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. This is different than Weekly Word of Mouth in that I may or may not have done business with these folks. 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 Newberry Brothers Greenhouse and Florist, a family owned/operated Colorado company started over 60 years ago. Newberry specializes in custom floral design, greenhouse plants and gourmet Colorado-Proud gift baskets and has an inspiring history:

After WWII, Weldon Newberry and two of his brothers purchased a greenhouse on Garfield Street in Denver, Colorado. They soon closed the existing retail shop and devoted the business to the wholesale of the “Colorado Carnation, the first trademarked flower in the United States.”

In 1950, the Newberry brothers purchased an additional green house in Littleton, Colorado which was given to the youngest Newberry brother. A few years later, Weldon and his wife, Elizabeth, purchased full ownership from the remaining brother.
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Paula Newberry-Arnold, daughter of Weldon and Elizabeth, now co-owns the business with her mother. The business has flourished over the years and has won awards including the 2010 Gala Awards for Best Floral Design for a Special Event and the 2004, 2005, 2006 and 2009 Icon Awards for Best Floral Design.
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If you have worked with Newberry, please share your experience. If not, contact them today for your next special event whether it is a wedding, corporate event, holiday party, bat/bar mitzvah or any other special day. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Newberry Brothers Greenhouse and Florist
201 Garfield St
Denver, CO 80206-5518
(303) 322-0443
www.newberrybrothers.com
www.facebook.com/newberrybros

Bride Photography by Andrew Clark Photography.

Table Photography by Eric Stephenson Photography.

Tags: align, benchmark, brand promise, change agent, customer centric, customer experience, customer feedback, customer retention, empower, engage, expectations, Experience, experience mapping, facebook, family owned, florist, Friday, friday feature, friends and fans, gala awards, greenhouse plants, happy customer, icon awards, journey, littleton colorado, moment of truth, newberry brothers, optimal conditions, photography, repeat business, share, sparkpoint, Stance, strategy, wholesale, word of mouth
Posted in Celebrate Stance Friends and Fans, 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 ‘experience mapping’

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?