I'm not a terribly big NBA fan, which is odd living in Indiana where basketball is king. I am happy that the hometown team is now 15-1, and off to their best start ever. But even more impressive to me is news this past week that the Indiana Pacers have announced that they have contracted with the Disney Institute to help improve their operation; specifically their customer service.
http://www.ibj.com/pacers-hire-disney-to-help-upgrade-customer-service/PARAMS/article/44738
There is no budget in place for most businesses to bring Disney in to help. But look at the focus points on the info graphic; there is no secret sauce there! Creating the culture and training the staff for the results you want takes time but doesn't have to cost an arm and a leg.
Every organization needs to take pause, and determine how best to serve guests / customers. Nothing is more important! And nothing else will fix things if that is not happening. You cannot grow and hit long term goals if you and your staff is not taking care of the customer.
Creating VIP experiences needs to be the norm. You can see this in action at a theme park in Florida, an NBA game in Indiana and maybe the store down the street. Even the church I've started attending has taken this approach to heart.
My first visit to the church started with me turning my car's blinkers on as I approached the building. They wanted to know that I was new, and the sign as your turned in gave that instruction. From there, it was an exercise in customer service. Being called by name by everyone, given a gift, follow up after the visit that was superb. Nordstrom's, and Disney would be proud. Extreme?--you might think that, but my church and Disney understand the same thing.
The value of a positive experience as it relates to word of mouth advertising, and the value of a lifetime customer.
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