Tag Archives: Storyteller Spotlight Series

Storyteller Spotlight Series: Pete Winemiller of NBA’s Oklahoma City Thunder

In this, the final episode of our 2011 Storyteller Spotlight podcast series before we arrive at the 2011 NACCM event, I spoke with Pete Winemiller, Senior Vice President, Guest Relations of the NBA’s Oklahoma City Thunder.

Pete will be presenting “How Strong Leaders Facilitate Moments that Matter” on Tuesday, November 15th at NACCM.

People do not remember days, they remember moments ‘ Moments Matter! Your verbal and nonverbal communication with customers can make or break consumer loyalty in a split second. Customers think more about their experiences with people than they do about products and services. David Stern, Commissioner of the NBA, recognized Pete ‘for setting the gold standard for the NBA fan experience.’ Learn why at this session, where the key takeaway will be “Feel the power of thinking big & ACTING
SMALL to really CLICK!TM with your Guests.”

In this podcast we discussed how Pete helps to make 18,000 sports fans feel at home on a regular basis, and the ways we can stay connected to our customers in this increasingly high-tech world. Listen to the podcast here.

To hear more from Pete, join us this month at NACCM! Remember, readers of the Customer’s 1st blog and save 15% off the standard registration rate at NACCM with code NACCMBlog.

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Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Storyteller Spotlight Series: Bill Greenwald

In the most recent episode of the 2011 NACCM Storyteller Spotlight Series I had the pleasure of chatting with Bill Greenwald, Director, Performance Coaching and Advisory Practice at Humana, Inc.

Bill will be leading a full day leadership workshop at NACCM this year that will be a deep dive into the well-received 45 minute session he lead in 2010. To learn more about the session, listen to the podcast here.

I left my chat with Bill with one piece of all-important advice for those interested in the foundations of leadership workshop and that is “walk a mile in your customer’s shoes.” Be it staying a night in the hotel you manage or calling in to a call center, you can’t truly connect with the customer experience (good and bad) until you live it.

Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog, so join us at the workshop on Monday, November 14th at NACCM. Register here.

Stay in touch with NACCM, follow us on Twitter, become a fan on Facebook or join our LinkedIn Community for event updates, discounts and industry news and information

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Storyteller Spotlight Series: Michael R. Hoffman of Client x Client

In the most recent episode of the 2011 NACCM Storyteller Spotlight Series I had the pleasure of chatting with Michael R. Hoffman, Author of Customer Worthy, and founder and partner at Client x Client. In his work at Client x Client Hoffman has learned that innovative customer service comes from a place of trying to make every experience a customer has an exceptional, memorable moment. For Michael, great customer experience begin simply enough with the golden rule of ‘Do unto others as you would have them do unto you.’ When you can gather enough information about a customer to discover what would make an experience extraordinary for them, everyone will profit. Explaining this, he said ‘because we have all this customer intelligence technology’we can then leverage our knowledge to anticipate where customers are going to go or where they should go and try to ensure that the customer meets their objective and our business meets our objective and that those two are aligned.’ Ultimately he has one piece of all-important customer advice for those looking to solve customer problems or develop new products and that is ‘Think like a customer.’ To hear more about this philosophy, listen to the full interview here. Michael will be presenting one of our keynote addresses ‘It’s 2012, Are You Customer Worthy’? on Wednesday, November 16th, 2011 at Disney’s Contemporary Resort in Florida. As he said in our interview, ‘in five years I look at the customer experience and think that it will be dramatically different then it is today’customers are coming up with the newest latest ideas, they’re showing companies how they want to do business, how they want to buy and shop, and often in ways that the companies didn’t anticipate.’ In this session learn how customers are voting with their feet, their clicks and their wallets. In 2011 customers took over brands, messaging and even countries. 2012 demands companies be customer worthy at every contact through every process ‘ or else. To succeed companies must marry corporate objectives to customer expectations and continuously be customer worthy in every interaction. Be prepared to hear some best & worst examples and walk away with new tools. Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here. Stay in touch with NACCM, follow us on Twitter, become a fan on Facebook or join our LinkedIn Community for event updates, discounts and industry news and information. Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.

Storyteller Spotlight Series: Jamie Naughton of Zappos!

At Zappos!, customer service has no time limit. In fact, the record for longest customer care call currently stands at 8 hours and 23 minutes!

I had the pleasure recently of speaking with Jamie Naughton, Speaker of the House at Zappos for the first of our 2011 NACCM Storyteller Spotlight Series. Jamie shared with me some of the secrets that keep her motivated, and the story of the 7+ hour customer call. To hear more, listen to the podcast here.

Jamie will be presenting “Delivering Happiness” at the 9th annual NACCM event. As Speaker of the House at Zappos, Jamie works directly with CEO Tony Hsieh, focusing on the culture for which the company has become known. Learn the different ingredients used by Zappos.com to build a long-lasting enduring brand, including the importance of customer service and company culture. Jamie’s one key takeaway: How to Deliver Happiness through Service! Learn more about her session and the NACCM event by downloading the brochure here.

Readers of the Customer’s 1st blog can save 15% off the standard registration rate with code NACCMBlog. Register here.

Stay in touch with NACCM, follow us on Twitter, become a fan on Facebook or join our LinkedIn Community for event updates, discounts and industry news and information.

Michelle LeBlanc is a Social Media Strategist at IIR USA with a specialization in marketing. She may be reached at mleblanc@iirusa.com.