Tag Archives: Oklahoma City Thunder

This Week In Customer Experience: ‘Grats and Gripes

As we quickly gain on the next Total Customer Experience Leaders Summit in June, we’d like to occasionally share with you some of our favorite links of the week on customer experience, customer experience design, and overall customer-centricity.

This week on the blog, we introduced our new guest blogger Flavio Martins, who shared his excitement for the upcoming Total Customer Experience Leader’s Summit.

Elsewhere, 1to1media  taught us that “Customer Experience Isn’t the Only Thing; It’s Everything” when discussing the winners of the Gartner & 1to1 Media CRM Excellence Awards. One of the companies honored was The Oklahoma City Thunder:

“By building a customer-centric organization from the ground up, The Oklahoma City Thunder, has been able to build one-to-one relationships with each of its season ticketholders and elevate the fan experience at every game. The organization continuously educates, evaluates, and congratulates its employees on proactively enhancing the overall customer experience.”

We spoke with Pete Winemiller, Senior Vice President, Guest Relations of the Oklahoma City Thunder for our Storyteller Spotlight podcast series, check out some of his thoughts on customer experience in the podcast here.

It must be awards season, as this week also saw The Stevie Awards honoring various achievements in customer experience, browse the winners here.

Meanwhile, The Huffington Post has opened a “Gripe Line” to gather customer experience complaints. It will be interesting to see what stories, good and bad, follow.

What customer experience news did you notice this week? Share with us in the comments. 

Like these updates? Follow us on Twitter or become a fan on Facebook for industry news all week long.

Red Carpet? Not exactly . . .

My appointment is made for the hair stylist, clothing is selected for a great first impression, flight and hotel reservations are made, and the celebrity list is out-of-sight. Just in case you are thinking that I am headed to Nashville to attend the Country Music Awards on Wednesday night, that is not the reason for my state of mind. Next week, I am attending the 2011 NACCM Conference in Orlando on November 13 – 16. I love to speak, write, train and think about customer service and the opportunity to learn from experts in a wide array of industries fills me with delight. I look forward to hearing the stories of creating magical moments for customers from this high-profile celebrity list and many more:
Peter Guber, Author of Tell to Win
Jamie Noughton, Zappos
Jasmine Green, Nationwide Mutual Insurance Company
Pete Winemiller, NBA Oklahoma City Thunder
Fred Taylor, Jr. Southwest Airlines
Mike Sachs, Volkswagen of America, Inc.
Gina Debogovich, Best Buy
Kelly N. Cook, DSW Designer Show Warehouse
Okay, so I’m not talking about singing stars like Taylor Swift & Toby Keith that entertain audiences with musical notes. I am talking about experts that can teach companies how to keep from hitting a sour note with a client that can impact customer satisfaction, loyalty and the bottom line.
Even with 32 years of customer service experience, I always look forward to hearing fresh ideas and renewing commitment to give my clients the latest and greatest information.
Who do you think will be the entertainer of the year, I mean conference? Please share with me your favorite performances. I hope to see you in Orlando.
Connie Brubaker
Integrity Training Solutions
512 346 7270
Building People, Productivity and Profits with Integrity