If you want to raise the bar on creating memorable customer experiences, then this book is your roadmap." --Valerie Willis, VP, Tom Peters Company
The core premise is that whether you have 10 or 10,000 staff members in your organization, leaders have a foundational responsibility to ensure that workers at all levels are well prepared and informed to understand their influence on customers.
If you are ready to explore the power of moment by moment, person by person customer engagement, this is a quick and rich guide to ways to stretch your thinking and stretch the impact all staff can have to exceed the expectations and imagination of current and new customers.
Diane S.Hopkins has been described as a "re-inventor" of the influence a marketer can have on an organization. She has served as a Chief Innovation, Marketing and Experience Officer in the healthcare industry for over 20 years leading teams that broke new ground in all three areas. She is co-author of the book, Wake Up and Smell the Innovation and author of the book, Unleashing the Chief Moment Officers. She consults with healthcare and non-healthcare businesses on exceptional experience and innovation culture strategies including DuPont, Freedom HealthWorks, Laerdal, Beacon Health System, Atlantic Health System, Vynamic, HealthAware and Saint Gobain. She is a founding faculty member at the University of Notre Dame Innovation Mentor Program and teaches at the Pennsylvania College of Health Sciences.
Your company may have thoughtfully screened and hired exceptional staff who authentically value customers and show it every day. However, if these star contributors work within systems that bring regular barriers to exceptional experiences, mediocrity will prevail and stars will go work somewhere else.
Consider a few paths to understand which policies and procedures block exceptional customer experiences and go after them. There may have been a good reason when a system was originally put in place but impact to customers is important. You can interview front line staff to ask them which policies or procedures prompt the most headaches, you can scan customer complaints and you can regularly test your own systems as a customer yourself to see what barriers need to be removed.
Unleashing the Chief Moment Officers
Although the quality of the talent is the most important factor in any organization, if even the most passionate performers are placed in poorly designed or ineffective systems, the systems will eventually extinguish that light. It’s important to step back and regularly scan accepted practices that can be cumbersome or downright stupid, and may diminish the ability to delight customers.