Quantifying Customer Experience - Presented at Customer Experience Design 2013
The Customer Experience Expedition: A Service Ethic Trail Map...NIRSA. #NIRSA2018 Key Features...
Transcript of The Customer Experience Expedition: A Service Ethic Trail Map...NIRSA. #NIRSA2018 Key Features...
The Customer Experience Expedition:
A Service Ethic Trail Map
Kristin Gibson, Associate Director for UREC ServicesErica Foltz, Assistant Director for Member Services
Christian Miller, Graduate Assistant for Member ServicesJames Madison University
#NIRSA2018
Learning OutcomesAt the conclusion of this presentation, participants will be able to…
● articulate the importance of continually developing the customer service philosophy of a campus recreation department.
● identify six key features of companies with successful customer service philosophies.
● determine one key feature to prioritize as a department to improve the customer experience.
#NIRSA2018
1.Importance of Customer Service
#NIRSA2018
The Customer experience
Service Ethic -> Customer Service The Customer Experience
Employer Training
Employer Expectations
Employer Policies/Procedures
External Factors Out of Employer’s Control
Every Interaction with Staff
Every Visit in Sum
#NIRSA2018
If your department has a customer service philosophy, please share with your group.
What customer service training is provided?
Service in Your Organization
#NIRSA2018
Great service equates to:- Increased retention- Increased brand admiration- Growth- Employee engagement
#NIRSA20182.key service features of successful companies
VirginAmazon
rei
Virgin
“#NIRSA2018
Our mission statement is simple, yet the foundation of everything we do at Virgin Atlantic Airways... to embrace
the human spirit and let it fly.
#NIRSA2018Employees First
“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson
Reward staff publicly for satisfying customers
Virgin’s flexible work schedules - not one size fits all
Hire friendly, positive people, train and empower them
#NIRSA2018Genuine Spirit
treat customers like real people; have fun and listen
Customers are individuals, not generic, faceless beings
Leaders should be visible, should listen, and CAN HAVE FUN
Being honest and real will help build connections with customers
#NIRSA2018Key featuresEmployees Firsthire friendly, positive people, train and empower them
Genuine Spirittreat customers like real people; have fun and listen
REI
“#NIRSA2018
It's simple. Yet powerful. Individuals working together for a common good.
No shareholders. No stakeholders. Just members.”
#NIRSA2018Customer Involvement
Co-Op Model
Town Halls, Q&A Sessions
Reddit AMA
listening to those who utilize your facilities, services, & products everyday , value the input of your members
#NIRSA2018Living the Mission
#OptOutside
Yay Days
Funding Research
REI Outdoor School
practice what you preach, be your own best spokesperson, be the example
#NIRSA2018Key featuresPrioritizing Customer InvolvementListening to those who utilize your facilities, services, & products everydayValue the input of your members
Living the MissionPractice what you preach, be your own best spokesperson, be the example
amazon
“#NIRSA2018
Amazon’s vision is to be Earth’s most customer-centric company, and that includes customers with disabilities. We’re working hard to provide the tools, services, and devices that make it easy for you to enjoy everything
Amazon has to offer.”
“#NIRSA2018
#NIRSA2018Community stewardship
Holiday Military Packages
Smile.Amazon.com
Amazon’s A to Z Experience
Warrior Games
Hometown Investment● Sponsoring large city-wide events● Purchasing a Seattle Streetcar● Hosting community Farmers Market● Board member volunteer work
careful and responsible management of something entrusted to one’s care
#NIRSA2018accessibility
Buying & Selling
Amazon Prime
Quick, Easy Returns
Shopping Made Simple● Usability Features Based on Disability● Frustration Free Packaging
capable of being reached, used, understood or seen
#NIRSA2018Key featuresCommunity Stewardshipcareful and responsible management of something entrusted to one’s care
Accessibilitycapable of being reached, used, understood or seen
#NIRSA2018
3.Application of key features
#NIRSA2018Recreation Examples
Clemson
Texas A & M - Commerce
NIRSA
#NIRSA2018Key Features Contributing to a positive customer experience
- Employees First- Genuine Spirit- Customer Involvement- Living the Mission- Community Stewardship- Accessibility
Select one key feature you’d like to apply in some way within your department. What is your idea and how it will improve the customer experience?
#NIRSA2018
Learning OutcomesAt the conclusion of this presentation, participants will be able to…
● articulate the importance of continually developing the customer service philosophy of a campus recreation department.
● identify six key features of companies with successful customer service philosophies.
● determine one key feature to prioritize as a department to improve the customer experience.
#NIRSA2018
Let’s elevate this conference!Any questions?You reach us at www.nirsa.org/contact
#NIRSA2018RCRSP designation holders can earn CEUS!
1. The attendee must complete a session evaluation.
2. The attendee may collect a session attendance certificate from the session host to document attendance for this education activity. Keep for your files!
Questions? Visit the NIRSA Education Table at conference for assistance, or email [email protected]