Message from the president - jeffcountychamber.org · Chamber Executive Director and David Timmons,...

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May 2017 Supplement to the April 26, 2017 Port Townsend & Jefferson County Leader 226 Adams Street Port Townsend WA 98368 ptleader.com May 1 – 12pm to 1pm @ Elks Lodge 555 Oo St. PT Speakers Earll Murman and Jay Bakst will talk about Lean Thinking “Growing a Lean Community, the Jefferson County Lean journey” Sponsor: Giſt of Good Work May 15 – 12pm to 1pm @ Fort Worden (200 Baery Way, PT) Speakers Jeinell Harper, RN OCN, and LuAnn Rogers “Introducing Cancer Care and the Cancer Program at Jefferson Healthcare Medical Center” Raised on the east coast, there was a me that I can remember when one would “go to the mall” either to kill the boredom or (rarely) to actually acquire something needed. I can recall, back then, pete vending machines that would dispense one’s biorhythm in a neatly rolled scroll. Like many things in the 80s, those charts were lile beer than a gim- mick. Nonetheless, the noon of a biorhythm stuck with me. Nearly everywhere you look, you can observe a dynamic akin to a biorhythm. Our waking and sleep; the flowering of trees; the cycle of tourist travel in our region. As biorhythms go, ours is on a rapidly rising swing. Spring brings with it elevated moods, unparalleled weather, and reasons to get outside and eschew stasis. The county Chamber of Commerce is also ascend- ing. And while one could fairly suspect that, “as goes the economy, so goes the Chamber,” the staff and board in Jefferson County are taking determined steps to accelerate our speed of growth. Whether increasing value for Chamber members, supporng whole- family opportunies that fuel a thriving small-town quality of life, or aligning the Chamber’s programs with city, county and regional service organizaons to minimize duplicaon and maximize community impacts, we’re excited to serve at the center of change on the Olym- pic Peninsula. Our challenge, of course, is to help facilitate change, not merely react to it. And we’re smart enough to know that the true agents of change are the men and women who take risks every day to run their busi- nesses, the young professionals - many of whom are generang their own economies by means of their own ingenuity, and the vast resource of rered volun- teers who define our sense of place and keep so many non- profit organizaons vital. For 2017, the Chamber has revamped its member benefits and we’ve deepened our affili- aons with the Economic De- velopment Council and regional Visitor’s Centers. As housing stocks narrow and tourism rates grow, municipal coffers rise and the pace of investment in infrastructure and new busi- nesses increases. As goes the economy, so goes our County. It’s not easy managing the ups and downs of life in Jefferson County. The obvi- ous challenge is to ride the swell a lile further each me it comes along. I know that many non-profits, including Centrum, the Land Trust, the Fund for Women and Girls, and the Northwest Marime Center (to name just a few), are quietly working to build stronger balance sheets while the curve works in our favor. The same holds true for the Chamber, although - this year - we’re pung some of our own risk capital to work, we’re not just storing it away for a rainy day. The Chamber’s goal is to welcome newcomers, provide access to data, advocate ac- on, and to incubate soluons through convening, network- ing and sharing of informa- on. I hope you’ll join us for our weekly events as well as support our community-wide celebraon on July 4th at Fort Worden. Working together, we can rise higher and liſt oth- ers up each step of the way. Thank you for supporng the Chamber! Rob Birman, Execuve Director, Centrum and Chamber Board President, Teresa Verraes, Chamber Execuve Director and David Timmons, Port Townsend City Manager. Message from the president

Transcript of Message from the president - jeffcountychamber.org · Chamber Executive Director and David Timmons,...

May 2017

Supplement to theApril 26, 2017

Port Townsend & Jefferson County Leader

226 Adams Street Port Townsend WA 98368

ptleader.com

May 1 – 12pm to 1pm @ Elks Lodge 555 Otto St. PT

Speakers Earll Murman and Jay Bakst will talk about Lean Thinking “Growing a Lean Community, the Jefferson County Lean journey”

Sponsor: Gift of Good Work

May 15 – 12pm to 1pm @ Fort Worden (200 Battery Way, PT)

Speakers Jeinell Harper, RN OCN, and LuAnn Rogers “Introducing Cancer Care and the Cancer Program at Jefferson Healthcare Medical Center”

Raised on the east coast, there was a time that I can remember when one would “go to the mall” either to kill the boredom or (rarely) to actually acquire something needed. I can recall, back then, petite vending machines that would dispense one’s biorhythm in a neatly rolled scroll. Like many things in the 80s, those charts were little better than a gim-mick. Nonetheless, the notion of a biorhythm stuck with me.

Nearly everywhere you look, you can observe a dynamic akin to a biorhythm. Our waking and sleep; the flowering of trees; the cycle of tourist travel in our region. As biorhythms go, ours is on a rapidly rising swing. Spring brings with it elevated moods, unparalleled weather, and reasons to get outside and eschew stasis.

The county Chamber of Commerce is also ascend-ing. And while one could fairly suspect that, “as goes the economy, so goes the Chamber,” the staff and board in Jefferson County are taking determined steps to accelerate our speed of growth. Whether increasing value for Chamber

members, supporting whole-family opportunities that fuel a thriving small-town quality of life, or aligning the Chamber’s programs with city, county and regional service organizations to minimize duplication and maximize community impacts, we’re excited to serve at the center of change on the Olym-pic Peninsula.

Our challenge, of course, is to help facilitate change, not merely react to it. And we’re smart enough to know that the true agents of change are the men and women who take risks every day to run their busi-nesses, the young professionals - many of whom are generating their own economies by means of their own ingenuity, and the vast resource of retired volun-teers who define our sense of place and keep so many non-profit organizations vital.

For 2017, the Chamber has revamped its member benefits and we’ve deepened our affili-ations with the Economic De-velopment Council and regional Visitor’s Centers. As housing stocks narrow and tourism rates grow, municipal coffers rise and the pace of investment

in infrastructure and new busi-nesses increases. As goes the economy, so goes our County.

It’s not easy managing the ups and downs of life in Jefferson County. The obvi-ous challenge is to ride the swell a little further each time it comes along. I know that many non-profits, including Centrum, the Land Trust, the Fund for Women and Girls, and the Northwest Maritime Center (to name just a few), are quietly working to build stronger balance sheets while the curve works in our favor. The same holds true for the Chamber, although - this year -

we’re putting some of our own risk capital to work, we’re not just storing it away for a rainy day.

The Chamber’s goal is to welcome newcomers, provide access to data, advocate ac-tion, and to incubate solutions through convening, network-ing and sharing of informa-tion. I hope you’ll join us for our weekly events as well as support our community-wide celebration on July 4th at Fort Worden. Working together, we can rise higher and lift oth-ers up each step of the way. Thank you for supporting the Chamber!

Rob Birman, Executive Director, Centrum and Chamber Board President, Teresa Verraes, Chamber Executive Director and David Timmons, Port Townsend City Manager.

Message from the president

2 May 2017 Jefferson County Business insider

Name: Tomoki Sage

Age: 31

Business/Profession: Physical Theatre/Actor in NANDA a four man acrobaticalist ninja theatre troupe which is debuting a new show on June 3rd at the McCurdy Pavilion. And filmmaker, Tomoki and team have just launched Port Townsend’s very own TV series called, P-Town.

Hometown: Port Townsend

Why did you move back: After moving to Portland and Seattle I moved back to PT because I wanted to feel more connected to my community. I wanted to move home because I knew that I would be able to get involved and feel that I am part of some-thing bigger than me, something that feels more real.

What did you want to be when you grew up?

It’s funny, I knew for certain that I would never want to be a performer. When I was young I didn’t like being in front of people. It wasn’t until I got involved in drama and theater productions in high school that I learned how to have fun with it. A lot of that had to do with the supportive nature of the drama club folks.

What inspires you about your work?

Lately, my inspiration has come from other people’s inspiration. I work with the Theater program up at the PT High School and I love seeing kids that are now in their late teens who are super stoked on NANDA and physical theater. It reminds me that my work effects people positively. Working with kids who put everything in is inspiring to me. It feels great to be able to help people find what they love to do.

Call to Action:

It would be great if people would check out P-Town and consider supporting us so that we can continue creating episodes.

Readers: Inspired by Tomoki’s work? Check out P-Town and consider be-coming a patron at www.p-townseries.com and find NANDA at http://www.nandatown.com/. Don’t forget to get your tickets for June 3 show!

AMBASSADOR PROFILE

Name: Connie Segal

Business/Profession: Glow Natural Skin Care, owner/esthe-tician

Hometown: San Francisco

Why do you choose to live in Jefferson County?

When I first drove into Port Townsend it immediately remind-ed me of San Francisco. The hilly streets and water views, the Victorian houses. The neighborhood that I grew up in had Presidents names just like in Uptown!

I enjoy the small town feel, the people, the community mindedness, the art and culture, The Co-op, Local 20-20, The Chamber, The Main Street Program, PTFF, KCPT, Northwind Arts, just to name a few. There is so much more!!

What do you enjoy most about your job?

I love being of service and I love my clients. I love my work!!

What was your first job?

I worked in a veg-etarian juice bar and restaurant on Polk St in San Francisco when I was 16.

What do you like to do in your spare time?

I like to dance NIA and Soulful Sunday at Madrona Mind Body Institute, along with “Fusion Dance”. I also really enjoy spending time with friends, and going to The Rose and The Uptown Theaters for great films.

Why did you become a Chamber Ambassador?

I became a Chamber Ambassador in order to get more in-volved in the Chamber and learn more about our community.

YOUNG PROFESSIONAL

May 2017 Jefferson County Business insider 3

By Lorna Mann

The Port Townsend Visitors Information Center (VIC) volunteers regularly attend tours of local businesses to keep on top of what there is to do and see around the county. These tours are designed to give the volun-teers an insight into what our businesses offer and give business owners the chance to meet the volunteers who staff the visi-tor center. When a volunteer has first-hand experience of something they will be able to describe it to a visitor in greater detail and more passionately. When visitors stop in at the VIC, it is this real world experience that they are looking for, think of it as Yelp or Trip advisor... but in real life.

Normally the VIC volunteers go to the business, but sometimes the business comes to us. Ashley Lewman of Puget Sound Express met with 20 VIC volunteers in the Business Resource Center to tell us what is coming up for PS Express.

Ashley’s visit coincided with the beginning of whale watching season. The season is kicked off with Gray whale tours which there were an abundance of this year. Starting in March, Grey Whales begin to be spotted as they detour from their migration route to Alaska to stop off and feed in the Puget Sound region. Ashley was keen to point out that although the whales are traditionally the stars of the show when it comes to PE Express’s excursions there are other exciting options to consider such as puffin and bird migration cruises to Protection Island and the 3 day trips that immerse you in the wildlife of our area whilst providing a comfy hotel bed to sleep in at the end of each day.

Ashley primarily deals with the marketing of PS Express but can often be found lending a hand as a crew member. As Ashley shared stories of her experiences with the VIC volunteers it was clear how much of a fam-ily PS Express truly is. Yes, 3 generations of Hanke’s are working there but the other staff- boat captains, crew, naturalists and of-fice staff are all part of the extended family. This family atmosphere is also extended to the customers of PS Express too. Visitors can expect an incredibly warm welcome upon

check in and an attentive and knowledge-able crew to take care of you onboard.

Adding to Ashley’s stories were those of the volunteers who are veterans of PS Ex-presses tours. Each trip that the Red Head, Glacier Spirit and Chilkat Express make into the waters that surround us leave stories in their wake, whether it’s the excitement of spotting that first water spout, the unex-pected moment of stillness as a bald eagle soars to its nest or the realization that you are in your own nature documentary as a dedicated naturalist points out orcas chas-ing salmon on the currents. These stories are rich, they last and the bring people back for more. The volunteers will be taking trips out on PS Express later this year, I can’t wait to hear the stories they will tell visitors of what they saw.

The Whales are Here

Puget Sound Express offers 4 hour whale watching tours, an all day tour

that includes a 2 hour stop off at Friday Harbor, a 3 day bird and wildlife

tour to the San Juan’s, a 3 day tour with expert instruction from a profes-

sional Wildlife photographer, Puffin Cruises , Protection island bird migra-

tion cruises, Private and custom charters are also available

Find out more at www.PugetSoundExpress.com or by calling 360-385-

5288

If you would like the VIC volunteers to visit your business contact

Lorna on [email protected]

ABOVE: Puget Sound Express brought chocolate Orcas for VIC volunteers at a recent information session.

RIGHT: Ashley Lewman, Puget Sound Express, give the Visitor Center volunteers and update on what they offer tourists and locals.

4 May 2017 Jefferson County Business insider

We are proud to be an integral part of so many businesses and organizations in this com-munity.

A printshop is truly a magical place where information and the graphic arts come together to communicate in that most compelling of all media, print!When you are ready to take your business to the next level, is a tweet really going to do it? Will yet another Facebook page among a billion others really cut through the clutter. When you are ready to succeed, stop in and let’s print something beautiful for you.

• Printing • Design • Bindery

• Mailing Services • Good cheer!

[email protected]

Gr

een Business

ENVIRONMENTAL AW

ARD

The Dream We CarrySelected and Last Poems of

OLAV H. HAUGETranslated by Robert Bly and Robert Hedin

A perfect gath ering place,

enjoy the ambiance as you sip an array of

northwest local wines, and beers from Port

Townsend Brewery while tasting appetizers

created by Local Goods chef, Jay Payne.

espressowine

café

espressowine

café

espressowine

café

espressowine

caféespressowine

café

we invite you to join us...Chamber Mixer hosted by

Bon Appét i t Management Company

Where: Local Goods Espresso & Wine Bar

WhenThursday, May 15th

Time4:00 p.m. to 7:30 p.m.

local,

fres

h, sus

taina

ble

Dear People at SOS!Your work is beautiful. Thank you from the bottom of my heart for making my business look beautiful.Be well,—Robin SharanDirector The Annapurna Center for Self Healingwww.theannapurna.com

Dear SOS Printing Staff,We really appreciate your time and effort for our project “The Ring”. It really helped keep us on schedule.Sincerely,—Page Gehrke, Dreamworks Productions, LLC

Dear SOS,We have always received excellent customer support from SOS for our business needs, and we thank you for that. However, your personal compassion and willingness to help during the recent loss of Bob’s mom went beyond customer service, and we really appreciate that. The remembrance cards were perfect, thank you.Sincerely — LeAnne and Bob

A big thank you for all your hard work, patience and follow through on my brochure printing job.. .I look forward to doing future business with you. Thanks again for being a true professional. Warmest Regards, —Melanie

Just got your recent newsletter and was reminded of the great work you do in our community supporting us and many other worthwhile non-profi ts and charities.You truly are exceptional and we are so very grateful for your support.

Another reason Jefferson County is such a wonderful place to live......SOS Printing. Thank you so much.—Connie RossOperations ManagerJefferson Land Trust

We are back from Miami. The brochures arrived on Tuesday morning and looked great. Our trip to IBEX was a complete success and thanks to you and SOS Printing we looked excellent. Thank you very much for coming though for us on such short notice. SOS Printing will be our source for all printing needs.—Sven TrautmannSEA Marine

We were all astonished how nice the football programs look! Color! Glossy Paper! Wow! That must have been A LOT of WORK yanking those elements out of the pdf! They look great. Thank You! The kids are gonna LOVE IT!—Marian RohProduction, The Leader

A big thank-you for your quick turn-around of the Key City Players Holiday Show brochures. I haven’t even seen them yet, but several people in the organization who have raved to me about how good they look. You’re getting lots of kudos for the rich color and excellent print job.We appreciate SOS’s contributions toward each and every show this season! Wish us luck on opening night tomorrow night...—Shelly Randall, Key City Public TheatrePublicity Coordinator

“� e kids are

gonna LOVE IT!” “Your customer

service is A+” “You made print

magic happen” “Once again SOS was a

pleasure to work with”

Your Friendly Local Printer 7

CyanMagentaYellowBlack

GeoducksGeoducksSeed is produced in hatcheries from native broodstock. The most common method of planting is to place 10" to 12" long hollow PVC tubes 3" to 6" in diameter into the beach substrate. The tubes are set in rows, with 3 to 4 geoduck seeds placed into each tube. The tubes are covered with net caps to protect them. After one or two years the tubes are removed, giving the geoducks time to dig deep enough to avoid predators. Geoducks are harvested in about 5 years, one clam at a time, at approximately 1 to 2 pounds.

A water jet is placed alongside the geoduck siphon which temporarily softens the sand, allowing the harvester to gently lift the animal out. This method minimizes the stress to the geoduck and the amount of beach that is disturbed.

Farming:

Harvesting:Harvested geoducks are placed in containers and tagged before being removed from the beach. Tags include the name of the harvesting company, the exact location and date of harvest. They are transported to a processing facility, cleaned, bagged or boxed and placed under temperature control prior to and during shipping to restaurants or seafood markets. Strict protocol governs the entire process of handling until it reaches the consumer, assuring temperature control, traceability and the finest geoducks in the world.

Geoduck is highly prized for use in sushi due to it’s firm, crunchy texture and sweet nut-like flavor. It’s also great sautéed or lightly pan-fried as fritters. Preparation:

Geoduck Papaya Ceviche (serves 4) • In a medium bowl combine 2 tablespoons finely chopped red onion, 1 small ripe papaya (seeded, peeled and diced), and the juice of 1 lime. Mix gently but well. • Add 1 small raw geoduck (1 to 2 lbs.), both siphon and body meat, trimmed and thinly sliced. Refrigerate for 30 minutes. • Just prior to serving, mix with 2 tablespoons finely chopped cilantro.

• In a separate bowl, toss 2 cups of spring mix salad with 1 tablespoon olive oil and season to taste with salt and pepper.

• Place a portion of salad in the center of each plate and top with the Ceviche.

The geoduck is the largest burrowing clam native to North America.

GEODUCK FACTS

Geoducks feed off phytoplankton that occurs naturally in marine

waters. Geoducks help to maintain the health of marine waters by virtue of their feeding, which

involves filtering up to 120 liters of water a day per animal.

Partial funding provided by WSDA

Nutrition FactsServing Size: (about 1 piece)

Amount Per ServingCalories 74 Calories from Fat 8.7

% Daily Value

Total Fat 1g 2% Saturated Fat 0.1g 1% Trans Fat 0g 0% Omega 3 0.15g Cholesterol 34mg 11%Sodium 56mg 2%Total Carbohydrate 0g 0% Dietary Fiber 0g 0% Sugars 0g Protein 12.77g 26%Iron 78%*Percent Daily Values are based on a 2,000 calorie diet. Your daily values may be higher or lower depending on your calorie needs.

PCSG-Datasheets_7-11-07.indd 4 7/13/07 11:14:52 AM

We are Team Port Townsend!

HOOP DREAMS

Redskin Boys • Redskin Girls

Play

er pr

ofi le

s • Se

ason

outlo

ok • G

ame s

ched

ule

Official PTHS Basketball Program 2008-09

Minor Emergency Walk-in Clinic

Announcing the opening of our new Port Ludlow Clinic

9481 Oak Bay Road Port Luldow, Washington

360-437-9990

Open 9-5 Mon-Wed, Fri-Sat Closed for Lunch 12-12:30

Serving you in Port Townsend since 2006 - No Appointments - Walk –in

It has been our privilege to print all of these and so many other wonderful, interesting, important jobs in the past couple years.

Open: 9:00 a.m. – 4:00p.m. Wednesday through SundayClosed Monday & TuesdayClosed Thanksgiving and Christmas

Phone 360 379-5244Web-site www.ptaeromuseum.com Museum is a 501(c)(3) charity, run by volunteers, all donations are tax deductible.

AdmissionAdults $10.00Seniors $9.00Youth (7 to 12) $6.00Children (6 and under) FreeGroups (15 or more) inquire about ratesMemberships are available

Collection PolicyNo food or drink in the museum.Children under 12 must be accompanied by an adult.Commercial photography is not permitted without prior consent.

Mailing address:Port Townsend Aero MuseumP.O. Box 101Chimacum, WA 98325

Jefferson County International Airport (0S9)

105 Airport RoadPort Townsend, WA 98368

Take State route 104 (cross the Hood Canal Bridge) to Route 19. The airport is 6 miles south of Port Townsend on the west side of route 19.

Teen-aged youth learn on the job skills train-ing through the restoration, maintenance, and operation of antique aircraft.

Our aircraft don’t just sit around the museum looking pretty. They do what they are supposed to do, they fly.

Photo by Barney B

urke

Old Airplanes – Young People

“Inspire the future while preserving the past”

Printed on recycled, FSC Certified paper with 30% PCW.

l o c a l , f r e s h , s u s t a i n a b l e

At Bon Appétit, we blend a tradition of fine service with creative planning and consistentevent execution to bring satisfac-tion to our clients and guestsevery time. With our staff ofimaginative and well-trained professionals, we have theexpertise to customize any meeting or event.

We specialize in creating made-from-scratch menus featuring our regional, seasonal, artisan-produced products. Our artfulcreativity and passion for finelocally-grown food is a perfectcomplement to Fort Worden’scommunity focus.

For more information, call360.344.4441 or visitwww.cafebonappetit.com/fortworden

Planninga Meeting or Event

2345 Kuhn StreetPort Townsend, WA 98368

[email protected]

Our COre VAlueS in ACTiOn

MiSSiOn

We take our mission and core values seriously. They guide our decisions and define who we are. Take a walk through Swan School on any day and you will see many ways that our core values are put into action. Below are just a few of them.

Purposefully structured multiage classrooms.

• Whole school meetings each morning.

• learner exhibitions in which cross-age student

• teams teach, demonstrate, and present what they have learned.individualized curriculum that is developmentally

• appropriate.Small class-size that enhances the learning

• experience of every child.A music program that includes singing, playing

• instruments, and regular opportunities for performances.Students practicing compassion and caring in

• learning environments purposefully structured to encourage this.An environmentally friendly campus where recycling

• and using recycled and non-toxic goods is the norm.laughter heard throughout the day in every

• classroom.Choice as fundamental to students’ academic and

• artistic pursuits.Democratic structures integral to each classroom,

• involving children in the process of making meaningful decisions.Celebration of student accomplishments.

Challenge CommunityCompassion Connection Creativity Enjoyment Leadership

At Swan School we view children as individuals and believe in developing the creative, intellectual, emotional, social, and physical wellbeing of each child through our core values.

2 Your Friendly Local Printer

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www.sosprinting.biz2319 Washington Street

Name: Skip McInvale

Started Volunteering: August 2003

What is your most commonly asked question:

Explaining the different parts of Port Townsend! If a visitor comes in by road we explain where the historic

districts is and if the visitor comes in by Ferry we get to tell them that there is more to Port Townsend than just

the Historic District

What is your favorite VIC Moment:

Having in depth conversations with visitors. Quiet times can be great because it means I can spend more time talking with visitors. I once chatted with a gentle-man for nearly two hours during a quiet shift about dif-ferent types of RV’s. I was interested in getting one and

he shared his extensive knowledge with me and even came back in later that day to give me more informa-

tion and suggestions.

What do you most enjoy talking about to visitors?

I enjoy talking about the sheer number of things there are to do and see here in Port Townsend, Jefferson

County and on the Peninsula. In fact, the hardest part about volunteering here is telling people what they the can’t do. We got lots of visitors who don’t realize how big the peninsula is and I always feel bad telling some-one who was able to get an afternoon away from the

office that there probably won’t be time to drive round the whole peninsula and take a whale watching tour.

Who is your adorable partner?

This is Maggie Mae McDoodle, at 20 weeks old, she is the youngest of the VIC volunteers

Stop by the visitor center and chat with Skip on Friday and Monday Mornings

Meet the people behind the desk

Skip McInvale has been volunteering at the Visitor Information Center (VIC) for over 13 years. His

4-legged partner, Maggie Mae, also lends a hand from time to time

Photo by Steve Mullensky

VISITOR CENTER VOLUNTEER PROFILE

May 2017 Jefferson County Business insider 5

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631 Tyler Street | Port Townsend, WA 98368

Printery.com | 360.385.1256

by Richard BechtelIn the September issue of The Competitive Edge, I outlined the customer experi-

ence ecosystem - the series of touch points that define the customer journey from initial contact through exploration, purchase, post-purchase and beyond. Mapping this ecosystem and seeking out ways to improve the customer experience at various touchpoints is the best way to optimize both sales revenue and customer loyalty.

To do that well requires more than conjecture. Identifying vulnerabilities and determining the right remedies really depends on having the right information - the right data - to act on. And that requires measurement.

A proper customer experience measurement framework should aim to identify causes and effects, and link them to business outcomes. This brings into play three arenas for measurement: The customer interactions, themselves (what actually happens), how customers feel about those things, and what they intend to (or actu-ally) do about them.

As Outside In authors Harley Manning and Kerry Bodine put it, sound measure-ment practices make it possible to:

• know how customers felt about their experiences with you• understand what drives good and bad experiences• provide actionable insights to drive decision making • draw the connection between customers experience and business results

Proper measurement enables you to decipher what’s going right or wrong, what to do about it, and what business impact to expect from your efforts.

The ideal measurement framework has two levels: The broad view and the gran-ular view. The broad view paints the big picture. It consists of tapping customers’ perceptions of their experiences with you in general, typically within a particular stretch of time. If you conduct periodic customer satisfaction surveys, you already have a data source for this. However, while such surveys take the temperature, they don’t really provide the actionable insights you need.

To get those, you need to take a more granular view that examines customer encounters at individual touchpoints - or steps - in the customer journey. By map-ping your customer experience ecosystem (as I described back in September), you can easily identify those specific touchpoints (or clusters of touchpoints) that are of concern and you wish to explore.

Once you’ve zeroed in on the touchpoints of interest, it becomes a matter of how best to measure those experiences. This is where those three arenas of mea-surement become relevant - what actually happened, how the customer felt about it, and what the customer intends to do about it. According to Manning and Bodine, there are three corresponding types of metrics that apply:

DESCRIPTIVE METRICS

Generally, these already exist in the form of operational data pertaining to cus-tomer interactions such things as call center logs, billing system records or other forms of data that capture such particulars. It’s merely a matter of siphoning off that data which is relevant to the touchpoint(s) you are investigating.

PERCEPTION METRICS

These metrics pertain to how customers regarded their interactions at the touchpoint(s) of interest - what they perceived, what they thought about that,

whether their needs were met, how easy it was, etc. Such data is gathered primarily through surveys.

OUTCOME METRICSThese fall into both of the above categories. Perception surveys can incorporate

questions relating to customers’ intentions - what they predict they will do in the future. Meanwhile, to tap actual customer behavior, you would turn to some of the same kinds of descriptive metrics mentioned above - call center logs, CRM data-bases, etc.

Your customer experience ecosystem and your measurement framework work hand-in-hand to provide the insights you need to reveal and diagnose touchpoints in need of attention, as well as the strategies you need to intervene successfully. You will know which people and processes are directly involved in each touchpoint, along with how your customers are reacting and responding to them. From there, it’s easier to make confident decisions and be able to link the results to key business outcomes. “Attribution” is a term that comes up often in marketing circles - how to get credit for marketing’s contribution to improved results. Mapping the customer experience, applying the right metrics to gain actionable insights, and then employ-ing strategies that produce positive impact on key business indicators is possibly the most overall powerful way to do that.

Measuring the customer experience: The right metrics can yield actionable results

6 May 2017 Jefferson County Business insider

3.5” x 2.5” | Maximum Font Size: 30 pt

You’re retired. Yourmoney isn’t.

Shelli K CatesFinancial Advisor.

201 W Patison StPort Hadlock, WA 98339360-379-0170

3.5” x 2.5” | Maximum Font Size: 30 pt

Your IRA shouldn’t stopworking when you do.

Shelli K CatesFinancial Advisor.

201 W Patison StPort Hadlock, WA 98339360-379-0170www.edwardjones.com

Need Networking Help?Call the business technology experts!

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. 360.385.2900 ,

Name: Tanya BrakemanCompany: Revel – The Audacity of Ecstasy: A Discovery of Personal Value

Tanya’s lifelong passion is to improve the quality of human interaction and relationships. She is an intimacy coach, blogger, mother of five, and entrepreneur. She created Revel to teach Inten-tional Relationship skills and help people simplify and strengthen all of their communication and relationships.

Drawing from her life experience, 10 years of advanced training in personal development and leadership methodologies, and education and participation in Seattle’s sex positive culture, she helps people identify and attain their true rela-tionship wants and needs.

Revel offers small group workshops and one-on-one training allowing people to identify their fun-damental relationship values. Participants divine the answer to core questions, uncovering who they are meant to be. Revel courses give people the insight and tools to begin Reveling in life and creating—or recreating—relationships with inten-tion.

Participants learn to balance power with vulner-ability, and rediscover Trust, Dignity, Confidence and Respect. They master a consistent process of unveiling, revealing, inviting and sharing desires,

passions, and interests, and dynamics with one another, unapologetically and with honor. Gain-ing the tools to restore authentic connection and contribution in all their relationships: romantic, business,

family, and community, participants find a new freedom to Revel, living their true purpose in life. This is the Audacity of Ecstasy.

Tanya is in love with Port Townsend and joined forces with her life-mate Brett after moving here. She joined the Jefferson County Chamber of Commerce in order to expand the reach of Revel within this remarkable community, and to con-nect with other businesses in the greater area. She can be reached by calling (206) 851-8145, or emailing [email protected]

NEW MEMBER SPOTLIGHT

May 2017 Jefferson County Business insider 7

It’s the sunset return to Port Townsend Bay as the conversation fades.

It’s the dip and swing of the paddle in sync with your breath.

It’s the slice and drag that pulls you back toward the

shore — to what matters most.

DOES JOINT PAIN KEEP YOU FROM DOING THE THINGS YOU LOVE?

ORTHOPEDICS

Je� erson Healthcare Orthopedic Clinic can help you get back to what makes life great on the peninsula.

With a new team of orthopedic surgeons and a new clinic, you have access to cutting edge technology and the best in comprehensive joint care. Right here at home.

TO US, IT’S NOT JUST YOUR SHOULDER

Learn more & take your online joint assessment at JeffersonJointCare.com

Chamber StaffexeCutive DireCtor Teresa Verraes [email protected] 360-385-7869

member ServiCeS DireCtorLaura Brackenridge [email protected] 385-7869

viC manager Lorna Mann [email protected] (360) 385-2722

The content of this publication is prepared by the Jefferson County Chamber of Commerce for its members. We welcome submissions. Send articles and photos to [email protected] or mail to 2409 Jefferson Street, Port Townsend, WA 98368.

StrategiC DireCtorMagdalene Adenau 360-385-7869

DireCtorS

Katherine Baril Small Business Consultant

Kris Nelson Sirens, Alchemy

Rob Birman Centrum

Adam Burns Ferino’s Pizzeria

Rebecca Benjamin North Olympic Salmon Coalition

David Faber Faber Feinson, PLLC

Karen Best Coldwell Banker - Best Homes

Kevin Scott Port Townsend

Jordan Eades Hope Roofing

Sarah McHugh Resort at Port Ludlow

Sarah Hadlock The Business Guides

Jamie Deering Healing Elements

Brian Kuh EDC/Team Jefferson

Lloyd Mullen The Leader

aDvertiSing

Jen Clark [email protected]

Catherine Brewer [email protected]

ChAmber ConTACTS

Visionaries

KCPT

Key City Public Theatre

neW & reTUrnInG memberS

Washington Hotel Katherine Baril Bay Cottage

David Sullivan Olympic Equipment Rental

Safeway Crystal Delights

Glow Natural Skin Care Homer Smith Insurance

Rocket Transport Earthenworks

Marrowstone Beach Cottages

Sea Marine

Swan Hotel & Bishop Harborside Inn

Gale Investments Full Circle HR

The Business Guides - George Yount

Aldrich’s MarketDogs-A-Foot

Blossom Valley FarmManresa Castle

All About Escrow KPTZ

Far Reaches Farm Friends of Chimacum

Schools Pane d’ Amore

Olympic Peninsula Wineries

Smooth Transitions Chuljian Properties

new Members:Wallyworks Enterprises Inporttownsend.com

Seed Design Raincoast Farms

IdealSeat