Performance Matters: Aligning Customer Experience & the Happiest Place on Earth

They say it’s the happiest place on earth.  

And if you’ve ever been to a Disney resort or taken one of their cruises, you’ll probably agree–even if a hot dog and Coke will cost ya twenty bucks.

When many people visit Disney, they have saved all year (or several) to make the trip.  And their expectations are high.  They want the memories, the excitement of the rides, a clean park, to see their children and grandchildren smile, and to feel safe, free from the cares of their daily lives.  But despite those high expectations, Disney overwhelmingly gets it right.  Why?

Because Disney knows their guests are–deep down–seeking an experience, they aren’t just on vacation.  Disney takes nothing for granted, even teaching their staff how to direct people to locations in the park without awkwardly pointing and grunting “Magic Mountain is that way.”

So what can banks, hospitals, schools, government contractors and non-profit organizations learn from Disney?  First, they understand what their customers want.  Second, they take nothing for granted in how they equip their employees to meet customer expectations.  Third, the right customers are willing to pay for exceptional experiences.

All the evidence points to customer experience becoming the differentiator for the exceptional organization of the future.  So if you aren’t investing in understanding what your customers want, and aligning everything your organization–especially if you’re in a service business–does around that expectation, you’re putting their loyalty at risk.

If you’ve found this piece insightful, please share it with our friends and peers.  And if you’d like to know how Performance Strategies Group helps clients with strategic planning, alignment, and stakeholder relations–including customers–email Principal Consultant, Jim Owens, at jim@psghsv.com

Advertisements
Standard

Performance Matters: Aligning People, Processes, & Policies

Alignment.  It’s not just about getting into your favorite yoga pose properly.

If you work in any large organization, you’ve probably heard the term.  But alignment isn’t just for large organizations.  And while alignment is about getting your vision and and tactics in synch with one another to maximize productivity, it’s not as mysterious a concept as many seem to think.  But there’s a big question to be answered when trying to create more aligned organizations.  So where should we start?

Effective alignment begins with the customer!

It doesn’t matter if we are trying to align a single department or an entire organization, everything we do in any organization is about serving a customer or client.  So when we build policies, assign roles to people, or build organizational charts and processes we have to begin with the needs of the customer.  Sure, we have to make sure everything we do is compliant with laws and regulations, but when we focus on customers in that context, great things can happen.

At the moment, Performance Strategies Group is in middle of a stakeholder relations research on behalf of a client as part of a strategic planning engagement.  That means we are helping our client to identify customer’s opinions about products, their needs, frustrations, and even the reputation of the organization itself,  Yes, we’re also getting feedback from staff, board members, and other appropriate constituencies, but this, or any other organization doesn’t understand the customer’s experience and how easy or difficult it makes them to do business with us, alignment efforts are little more than a lab experiment.  

Whether you’re a CEO, a sales advisor, or a quality control engineer, you have to talk to your clients.  Okay, we will get off our soap box.  Enough said.

If you’ve found this piece insightful, please share it with our friends and peers.  And if you’d like to know how Performance Strategies Group helps clients with strategic planning, alignment, and stakeholder relations–including customers–email Principal Consultant, Jim Owens, at jim@psghsv.com

Standard