Every other week, our team dives deep on current trends in customer experience and employee experience. The topics of these 5+ minute reads are inspired by work with our clients, our own experience as consumers, or topics you've asked us about
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The Great Resignation has no doubt impacted your organization. While it was extremely difficult to recruit and retain part-time venue workers this Fall, we’re focusing on the impact it’s had on your full-time staff.
Selling an experience doesn’t mean selling the pomp, circumstance and atmosphere around the game, it means presenting a game day experience that fits each customer.
In this “Great Resignation” movement, employees are seeking roles where they feel valued and appreciated. This week, we sat down with Dr. Paul White to learn more effective tactics for showing employees appreciation. Dr. White co-wrote “The 5 Languages of Appreciation in the Workplace” with Dr. Gary Coleman, who authored the relationship book, “The 5 Love Languages”.
The 5 Languages are the same – Words of Affirmation, Quality Time, Acts of Service, Tangible Gifts and Physical Touch – but the application is different. What’s important is understanding that not everyone wants to be recognized or shown appreciation in the same way. Do you have teammates that don’t like public attention? Maybe there are minimalists on your team that don’t want “tokens of appreciation.”
This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group. Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience. Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction. Their research has demonstrated that innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations.
In our latest podcast, David sits down with Shawn McIntosh, Charlotte FC’s Chief Fan Officer. If you’re thinking, “What is a Chief Fan Officer?” we had the exact same question and invited Shawn on to discuss the vision and purpose for this first-of-its-kind, C-suite role. Shawn is “not a cheerleader” or a “paid fan of the club,” but an executive that provides an ear for the fans to share their goals, desires and issues with the organization and to have those interests represented in all meetings and business decisions made by the club.
