Years ago, I endured a long layover at the Detroit airport. It was cramped, noisy, outdated and humid. I vowed never to fly through Detroit if I could possibly avoid it.
However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie. To get to a different terminal, I strolled through an underground tunnel lined with a glass sculpture that changed colors to ethereal music.
A Canadian food chain Iq Food Co. is like most of the others. It has an assortment of food choices ranging from snacks to meals and even coffee and tea. But if you want to buy anything at their soon-to-be eleven locations, your money is no good there—quite literally. Iq Food Co. does not take cash.
The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper.
Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire.
“It’s unlike anything that exists today,” said Bob Chapek, chairman of Walt Disney Parks and Resorts. “From the second you arrive, you will become a part of the Star Wars story! You’ll immediately become a citizen of the galaxy and experience all that entails, including dressing up in the proper attire. Once you leave Earth, you will discover a starship alive with characters, stories and adventures that unfold all around you. It is 100% immersive, and the story will touch every single minute of your day, and it will culminate in a unique journey for every person who visits.”
If your employees are satisfied with their jobs, you might be in trouble.
I realize that sounds wrong. It seems as if employee satisfaction would be one key performance indicators for your organization. But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough.
What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors.
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword.
Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business.
As a customer experience consultant, I think this is good. I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with.
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither.
That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. It’s called “Shrinkflation,” and it’s getting, well, Huuuuge.