Hey everyone, here we go. . . . . .
IN OUR WORLD
I had a week without travel as I had a client push a project into December. This allowed me to get a TON of stuff done.
- I finished the October newsletter (which goes out today).
- I had 7, yep, 7 different conference calls all on different projects. I’m not a huge fan of the conference call, but it did allow a few ideas to gel and gain some traction.
- My web design team has completed the design and look and feel of the new web site. It follows a minimalist theme and will provide a much more impactful web presence.
- I spent an entire morning doing nothing but booking travel for the 4th quarter.
- It’s Texas/OU weekend in Dallas and this great football rivalry always has the city buzzing. My oldest son Dylan and his girlfriend Amanda will make the trek from Austin to Dallas. I was able to get tickets for both of them and my youngest son Colin to head over to the Cotton Bowl to be part of the tradition.
Next week I am off to New York then bouncing back to Dallas before catching a flight to Minneapolis.
HEY, YOU CAN FOLLOW ME ON TWITTER –CREATIVEVENTURE
AND ON FACEBOOK – STEPHEN HARVILL!
THINGS YOU SHOULD KNOW
I continue to read about the new “customer centric” movement in business. It makes for interesting stories filled with new and exciting client experiences:
“I never feel like the customer and the higher price relates to an unforgettable experience.”
“Our new web based tools create a deep and complete client relationship.”
“Your success has opened the door to an elite level of service.”
“Nothing compares with the experience here.”
I love the spirit that has engendered these types of quotes, but the reality of the great customer experience NEVER begins with the customer as the primary focus. Instead, the team providing the service needs to be the foundation of a customer experience.
The magic of the Disney experience begins it’s genesis with the employee (cast member in the Disney vocabulary). Each cast member is auditioned for a potential role in the Disney family. Their place at Disney starts the moment they walk through the door of the casting office. It is a laser like focus on creating a customer experience by building, training and continually evaluating their team members.
IF and that’s a very tentative “if” you are selected to be a cast member you, just as everyone before you, is required to take 12 hours of Traditions. A class specifically designed to introduce you to the rich history of Disney. This is a cultural introduction program that creates a level starting point for everyone and creates a level of expectation. Hey, you haven’t even started the job specific training yet!
One of the greatest customer experiences on the planet, the “happiest place on earth”, only happens when the team is the focus.
- Check your focus: Does your hiring process actually provide you with the best candidate for the expectations of the position?
- Boarding process: Once you have the right person what does your integration process look like? How do you introduce your new team member to your culture, history, goals and visions? How can they ever hope to be part of a client experience without this? We have created “traditions” programs for clients for years.
- Sustaining: Once on board what do you do to make sure you sustain your teams training? Is your team based philosophy a one time shot or is it systemic creating a sustainable team providing your customers with an “only here” experience?
It takes a ton of energy, focus and resources to create the types of teams that provide a customer centric experience. It is all worth it, after all, Disney thinks so!
MOVIES: The Social Network: This movie based on the creation of Facebook is getting great buzz!
NetFlix Fans: The Girl with the Dragon Tattoo: This is the Swedish movie based on the run away best selling book. It is long, but pretty good. I don’t recommend eating Chinese food with chop stick’s as you try to watch a movie with sub-titles.
TV: Ryder Cup is filling the DVR as it starts at 2:00 AM thanks to the European venue. I am up to catch most of it live as my weird biology of not needing sleep is an asset in this one.
BOOKS: Proofiness – Seife: A fantastic book on the way math is manipulated in business and politics.
MUSIC: I have had a lot of readers ask me for “that video with that guy who plays the guitar”. I believe you are all asking for the incredible, fantastic, unbelievable Andy McKee.
WEB SITES: A wonderful little site with the subtitle – “living a meaningful life.”
SOUTH OF NORMAL
I love Peter Nullty’s writing for the Wells Fargo Daily Advantage newsletter and his recent observations from the Wall Street Journal show a real South of Normal trend in the car industry.
Take cars, for instance. We’re just coming out of the worst recession in 80 years, credit is tight, jobs are scarce, and fuel seems to always be on the brink of a price run-up, yet The Wall Street Journal reported last week that “land yachts,” – the biggest (and most expensive) sedans of some automakers – are booming. In the past year, sales of BMW’s 7-Series have jumped by 44% and sales of Mercedes’ S-Class have zoomed 22%. Toyota’s Lexus and Audi’s A8 have climbed 34%. The trend is so pronounced that Jaguar, Hyundai, and Audi are all expanding their offerings or markets in this time of uncertainty. Says one auto exec: “Large cars will continue to have a justified place.” Hmm … if he’s wrong, he’ll end up with a little egg on his face.
Drop me a note with your comments at firstname.lastname@example.org
Thanks for stopping by and until next time, Adios and Aloha.