strategy « Customer Experience: Take A Stance

Posts Tagged ‘strategy’

29
Apr
2011

celebrate friends and fans – 2011

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

28
Jan
2011

celebrate friends and fans – 2011

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Denver is made up of neighborhoods and architecture that are as diverse and unique as the people who live here. Say hello to Diana and Michael Kearns, The Kearns Team, who take pride in their knowledge of Denver Real Estate, especially in Stapleton, Park Hill, Wash Park, Highlands, Whittier, Lowry and Lower Downtown.
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Whether you are relocating to the Denver Metro area from another city or simply moving across town, they can provide the information you need. Relocation buyers have special needs, and they know corporate relocation processes. The Kearns Team will help you understand local practices in home buying or selling.
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For every transaction, either Diana or Michael will be your primary contact, and the other will provide additional support. This allows them to continue to provide personalized service while also being more flexible to meet your needs. When you are ready to buy or sell, visit their facebook page and contact them.

The Kearns Team on Facebook.

The Kearns Team website.

Call The Kearns Team at 800-841-8220.
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If you have done business with The Kearns Team, 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, alliance, benchmark, brand promise, buy a home, cem, change agent, customer centric, customer experience, customer feedback, customer retention, customer service, denver, denver metro, denver real estate, employee training, empower, engage, expectations, experience exemplified, family owned, Friday, green building, happy customer, journey, kearns team, lowry, moment of truth, mortgage, optimal conditions, perception, positive referral, process, reality, remax, repeat business, retail service, sell a home, social media, sparkpoint, stapleton, strategy, touchpoint, wash park, word of mouth
Posted in Celebrate Stance Friends and Fans

22
Jan
2011

celebrate friends and fans – 2011

9 Comments

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.

There is a great word that originated in Louisiana called: lagniappe (pronounced lan-yap). The Creole word literally translated means “the gift.” It refers to a small, unexpected extra gift or benefit presented by a store owner to a customer at the time of purchase. The people of Louisiana have embraced the term and broadened the definition to include any time a little something extra is given.

When applied to marketing, it equals a marketing lagniappe: any time a business goes above and beyond to provide a little something extra.
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Stan Phelps, Chief Solutions Officer for Synergy Events, is searching for 1,001 examples of marketing lagniappe for his book: What’s Your Purple Goldfish?
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The basic ingredients or R.U.L.E.S of Purple Goldfish: Relevant-Unexpected-Limited-Expression-Sticky.
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REWARD: For each of the first 1,001 examples of lagniappe Phelps will donate a non-perishable food item to the Thomas Merton Center, a soup kitchen in Bridgeport, CT that provides food and other programs that help people move out of poverty to become self sufficient.
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In addition, each Purple Goldfish example will be featured on the website and the best examples will be featured in his upcoming book.
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How to contribute:

: e-mail your Purple Goldfish to sphelps@synergyevents.com.
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BONUS: If your Purple Goldfish gets in to the book, you receive a complimentary signed copy.

Examples of worthy marketing lagniappe or Purple Goldfish:

: Southwest Airlines – Grab you bag . . . it’s on. Southwest doesn’t charge for bags.

: TD Bank – TD Bank’s penny arcade in their lobby, a free service to exchange coins.

: Five Guys Burgers and Fries – Free peanuts while you wait and extra fries with your order.

: Doubletree Hotels – Complimentary warm chocolate chip cookie when you check-in.

: Zappos – Free upgrade of your shipping to next day.

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What is your recent Purple Goldfish? Tell Stan Phelps and share with Stance.

Want to learn more? Watch this YouTube video: Marketing Lagniappe – In Search of Your Purple Goldfish.

Visit marketing lagniappe for more great examples of a Purple Goldfish.

Follow Stan on Twitter.

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If you have submitted a Purple Goldfish, please share it here. If not, visit them today and submit a new one for the book. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

Tags: align, 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, family owned, feedback, Friday, happy customer, journey, lagniappe, marketing, moment of truth, optimal conditions, perception, positive referral, process, purple goldfish, repeat business, repeatable, restaurant customer service, retail service, social media, sparkpoint, strategy, touchpoint, word of mouth
Posted in Celebrate Stance Friends and Fans

20
Jan
2011

why do you social media?

2 Comments

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

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

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

Posts Tagged ‘strategy’

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