Tag Archives: customer experience design

Your Most Important Customer is Your Employee

Photo: Unusual view of the glass roof of the courtyard of the religious art museum, Teruel, Spain by Diego Delso, Wikimedia Commons, License CC-BY-SA 3.0

“Without caring there can be no quality.” – Joel A. Barker, Author of Future Edge

According to Andrew Walpole, Manager of Experience Design, Jack in the Box Inc., “Your customer knows when you care, and when you don’t.” By harnessing your organization’s untapped potential, you can create a sustainable culture of learning and innovation to benefit your employees, and ultimately your customers.

During Total CX Leaders Conference, Andrew explained how “a leader’s job is to design the experience of work” and how this strategy guided their transformation from an internal training department to Jack’s University, the learning and development function at Jack in the Box:

1. Have a vision, but co-construct the strategy. It’s OK to be fuzzy. Let the team provide the lens to focus it. The strategy should move you toward the vision state. Let your vision evolve.

2. Set clear expectations for everyone. Promote change and movement toward your vision. Hold people accountable. Role-model your expectations. Let strategy define a new way to work.

3. Inspire a movement. Start doing something. Be public about it. Commit to your strategy, own it, don’t let culture steer you off course.

4. Empower employees to own their expertise. Give them purpose beyond the needs of the business. Let them write it into their job description. Align what people want to do with what needs to be done.

The result?
- A new work environment
- An empowered, motivated, successful group recognized by company leaders
- New vision and strategy

Let’s keep the Total CX Leaders Conference conversations going! Stay connected with TCXL15 at:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

How to Change Culture through Experience Design

Photo: Jack in the Box on the South Zapata Highway in Laredo, Texas, by Billy Hathorn. This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license.

“The goal as a company is to have customer service that is not just the best but legendary.” – Sam Walton, American businessman and entrepreneur

In “It’s Time to Rethink the ‘Employee Engagement’ Issue,” Josh Bersin states that “If your people love their work and the environment you have created, they will treat customers better, innovate, and continuously improve your business.”

Want to learn how to create a sustainable culture of learning and innovation? Join Andrew Walpole, Manager of Experience Design, Jack in the Box, Inc. and Megan McGuinness, Director of Jack’s University, Jack in the Box, Inc. as they present “Your Most Important Customer is Your Employee: How to Change Culture through Experience Design” during the Total CX Leaders Conference June 3-4 in Miami, Fla.

In this session, you’ll experience a compelling and inspirational case study of Jack’s University’s transformation from a simple internal training function to a thought-leader empowered to change the company culture.

Total CX Leaders Conference will help you “learn how to listen to your customers, understand their differences and set the foundation to build a road map to create a seamless experience for modern customers.”

Join Andrew and Megan at Total CX Leaders Conference (TCXL) 2015 in Miami. Register today!

Stay connected with TCXL15:
- twitter.com/#TCXL15
- linkedin.com/Total Customer Experience Leaders
- facebook.com/Total Customer Experience Leaders

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

Do Your Customers Expect the Unexpected?

Photo by paul bica

‘Even in the familiar there can be surprise and wonder.” – Tierney Gearon, author

Everyone is looking for that unique experience, product or service that will make a difference in their lives. Your customers are no exception.

They expect your brand will “wow” them yet again in some special way. And if you do, they will continue to reward you by being lifelong customers and telling their friends about your brand.

Here are some ideas to help get you started on delivering memorable and meaningful customer experiences:

Peggy L. Bieniek, ABC is an Accredited Business Communicator specializing in corporate communication best practices. Connect with Peggy on LinkedIn, Twitter, Google+, and on her website at www.starrybluebrilliance.com.

AAA, Starwood Hotels, Indiana University & more to Share Insight into Customer Experience Design

More and more organizations are viewing customer experience as a strategic priority. As firms strive to establish a competitive advantage through customer experience management, it becomes clear that they must develop a deep understanding of experience management to evolve a solid strategy and approach.

The 2012 Total Customer Experience Leaders Summit is an event that not only redefines customer centricity, but explains what this means for you, your brand and your business. It will unite diverse industry leaders to share genuine insights and best practices for “Designing an Integrated Experience with a Measurable Impact.”

In addition to AAA, see who else will be sharing insights on Customer Experience Design:

‘ The Academic Research Evidence
Neil Morgan, PetSmart Distinguished Professor of Marketing Chair, Kelley School of Business, Indiana University
‘ Managing the Customer Experience – What it Means and What it Takes to Do it Well
D. Randall Brandt, Vice President, Customer Experience & Loyalty, Maritz Research
Lou Carbone, Founder & CEO, Experience Engineering, Author, Clued In: How to Keep Customers Coming Back Again and Again
‘ Redesigning a Guest Experience Feedback Program for Improved Change Management & Enhanced Outcomes
Mathew Valenti, Ph.D., Director, Global Market Research, Starwood Hotels & Resorts
Erik Andersen, Vice President, North America, GfK Custom Research

Download the brochure to see the full program here.

As a reader of our blog we’d like to offer you a 15% off the standard registration rates, use code TCEL12BLOG to save. Register today. Visit the webpage to register today.

We look forward to seeing you this June in Boston!
The Total Customer Experience Leaders Event Team

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