There’s a customer experience revolution taking place at work and it’s very exciting. I spent a couple of days in Topeka with thirty some of the most brilliant people who are committed to enhancing customer experience across all touch points throughout our organization. Real changes are taking place. It’s a long time coming and I’m really honored to be part of history in the making.
Roy Barnes facilitated our two-day customer experience touch point mapping exercise. I remember hearing him talk about customer experience for the first time at the AGA EEI Conference in Fort Worth a couple of years ago. His talk was captivating. He basically put into words what I’ve felt we were missing. As I sat in the audience mesmerized by the ideas presented, I remember thinking “I wish this guy would talk to the people I work with.”
As luck would have it, Amy was tasked with organizing our group training that year and she hired Roy Barnes to present on customer experience. Fast forward to now and Roy has talked to dozens of people at my work and we’re now in the process of mapping our touch points and creating a consistent customer experience that lives up to our customer experience intent statement throughout our organization. I am beyond excited to be part of this endeavor.
It makes me think of when we met with the Starwood execs and showed them our call center almost two years ago. At the time they were still trying to decide between a handful of cities for their next call center location. It meant a lot for the Wichita community because it meant hundreds of jobs. Today they’re not just established in Wichita, they employ over four hundred people including my sister and brother-in-law. I am moved at the thought that I was part of that.
I hope to look back years from now and say, “I was part of that transformation.” I was there the day that we made that step to change the way we do business. The say we declared our intent.
Anyway, for those of you who aren’t sure what this customer experience mumbo jumbo is that I’m talking about, here’s a video that pretty much sums up why this is important. This video by NICE Systems sums up what’s going on in the customer experience realm right now. This is basically a small part of what we’re talking about.
Our objective is to map all of our customer touch points and put a strategy in place to ensure that we deliver an experience that lives up to our customer intent statement across the board, in every customer interaction and every touch point. It’s a tall order but we’re going to make it happen. And, I’m going to be part of this revolution.
Brian got these 70s era Star Wars blueprints from his dad several years ago. We finally pulled them out of storage recently because we wanted to use them to decorate the office. We had this crazy idea to get all of our favorites framed so we could hang them in the office. We had no idea that custom framing would cost so much.
Well, we kind of knew because we had some prints framed at Hobby Lobby several years ago, but I guess we’d forgotten. LOL.
We went to Michael’s this time because I found a 60% coupon for custom framing. Except, even with the coupon it was super expensive. As in, each frame was going to cost over $160 even after the discount. As many as we needed done, it was going to cost almost a grand for what we were trying to do.
We actually paid for the first two prints and everything. The nice lady at Michael’s said it would take a couple of weeks, which meant the prints would be ready while we were in Orlando. Anyway, as we were on our way out, I noticed that they were having a buy one get one sale on most of their frames. This got me thinking, why are we going to spend a grand framing these blueprints when we can do it ourselves for a fraction of the cost? So it’s not masterpiece glass? So what? The prints are just going to hang in the office anyway. Not like they’re gong to be on display in the living room.
So after buyer’s remorse kicked in, we went back to the custom framing area, apologized to the lady for being so flaky, and asked for a refund. We used $80 of the $320 to get four large frames and two smaller ones. We got a deal on those too because I had a 20% off everything (including sale items) coupon also. I’m Asian and I’m frugal. I’m all about coupons. LOL.
Here are some pictures of Brian hanging the freshly framed blueprints.
We did it the cheap way, but the prints look just fine.
These are the four big ones on the East wall.
The R2-D2 blueprint is framed by itself because of its orientation and, well, it’s R2-D2.
R2-D2 deserves to be in his own special frame. LOL.
The other blueprint that we framed separately is the mobquet landspeeder.
We didn’t originally plan to frame this one but we had an extra frame because of the BOGO offer. LOL. Anyway, I liked this one the best out of all the other blueprints that were left. So what do you guys think?
Personally, I think our office decor fits our nerdy personalities perfectly. I’m really happy with how the blueprints turned out. I’m even happier that we came to our senses and didn’t spend more than $80 on the whole project.
I did a presentation to a bunch of strangers (by strangers I mean people who are outside of our organization) for the first time via webinar. I hadn’t done that before. Thankfully my topic was something I was very familiar with — our quality assurance program at work (my area of responsibility).
Apparently I did a good job because I got this message from one of the First Quartile folks later that day. My work stresses me out sometimes, but it also makes me feel good. Compliments are always nice.
Last week was pretty much “presentation week” for me because the day before the First Quartile Community Insights Conference webinar I had to present at our Customer Care Quarterly Management Meeting also. Presentations are not my strength so I was pretty stressed about it, as you can imagine. So stressed that Brian and I found ourselves at the Nifty Nut House over our lunch break later that week.
While there I decided to get some treats for my team.
They all got little bags of chocolate rocks because they’re rock stars. Yeah, I’m nerdy like that. Have you ever had the chocolate rocks at Nifty Nut House? They’re yummy!
I saw this video on YouTube and Brian saw some how-tos on Pinterest for how to turn wine bottles into oil lamps so we decided to start collecting all of our used wine bottles. We have at least a dozen of them now.
One of the cooler used bottles in our collection was our bottle of Midnight Moon moonshine. Thanks to Jay for bringing it over to one of our parties.
We couldn’t find the exact materials that we need but we improvised. We purchase two copper reducers and inserted the smaller into the larger one to create a neck for the wick. Brian used teflon tape to ensure that there is a snug fit between our bottle and the neck that holds the wick. We bought a big jug of citronella tiki torch fuel for our oil. And, voila! We have our moonshine oil lamp.
Brian is going to get some more materials today so that we can convert our empty Grand Marnier bottle into another oil lamp. I think it will look really cool.
What do you think?
The Christmas tree at the Manhattan Hilton Garden Inn gave a serious case of tree envy. It looked like it was easily over twenty feet and there wasn’t an unadorned inch.
The tree that I’d been working on at home looked completely naked by comparison. I was tempted to go to Michael’s this morning to pick up some more ornaments. LOL.
Speaking of Christmas decorations, Brian and I were inspired by this wine-themed Christmas tree that we saw at Von Maur today. We’re totally doing one next year!
We had a productive day yesterday. Then again, days are likely to go better when you start out with mimosas. Too bad we can’t do this everyday. LOL.
We like to use Korbel Sweet Rosé in our mimosas for three reasons: it’s sweet, it gives the mimosas a pretty pinkish tint, and, best of all, it’s cheap.
For breakfast we had rice, sausage patties, eggs, mimosas, and Saturday morning cartoons — a winning combination. And, by the way, it was the season premiere of Star Wars: The Clone Wars.
I went to teach my Zumba class that morning, which only consisted of two other people besides me yesterday because there was so much going on. There were several fund raising events like Race for the Cure and Dancing for Sonya, just to name a couple. Lucky for me, Jenni was one of the two people who came so she drove me home. Since Brian didn’t have to come back and pick me up, he managed to get a head start on the garage clean up.
Although, I can never leave this guy unsupervised. He managed to break the high-pressure washer that dad loaned us. When he told me what happened, I urged him to call dad immediately and tell him what happened. My thought was that surely, this has happened to dad and he knows how to make it work again. But, in the back of my mind, I’m also thinking, “They’re never going to loan us anything ever again.” LOL.
I was like, “Great. Now we’re going to have to buy him a new high-pressure washer for Christmas.” So much for getting off cheaply this holiday season.
Anyway, Brian told me that dad said he had a feeling it might have been broken when he loaned it to us because it was leaking some oil. I was like, “Nice. And he didn’t bother to warn us about it maybe going tits up on us? What a jerk!” Bwa ha ha ha ha! Just kidding, dad! You know I love you.
The garage looks so much better now that almost everything has been sorted and organized. I say “almost” because Brian still has a couple of large plastic storage containers of stuff that he needs to go through. We had one plastic tub full when we moved from the old house to the townhouse and it never got sorted or looked at. We had to move the same plastic tub, in the same condition, from the townhouse to the new house and now we have another full plastic container in the same situation. I told him, I’m going to nag him every few months until we go through the stuff and sort what we need to keep from what we need to toss. I’ll be darned if I’m moving those storage containers again the next time we move. Blech.
On a brighter note, I’m really glad that we finally got around to organizing the garage because now we can park the truck inside too. We should have done this a long time ago because, as you can see, the Flip and Ching mobile suffered extensive hail damage due to our negligence and laziness. Okay, we’re not really negligent or lazy, we are just really busy people. Either way, sorry Crichton!
The garage is looking pretty good, though. I’m happy with how it turned out. Even though, Brian is yet to get some Versatrack to hang the bikes and the tools and free up some more garage floor space for us (for my future Zumba studio – he he).
We did so well yesterday that Brian even had time for a brief nap before we went to Old Town Square for Zumba. Of course, he was rewarded with yummy Caffe Moderne after. He is such a fantastic husband! Oh, and a really good looking one (according to Nick, who didn’t realize that Brian is almost 40 — he really thought Brian’s only in his late twenties). I am one lucky woman!
Only a handful of people attended our first-ever t-shirt destruction party last weekend. (I blame the weather.) Those of us who came had a lot of fun, though. And even though, we only had three hours to unleash our creativity, most of us were quite productive. Gina Ann brought her vast collection of destroyed shirts and tanks for inspiration. She also went around and helped everyone get started or helped them when they were stuck.
I helped Lori create with her shirt, and made a workout tank for Justin and a halter for Karla. I think I also ended up making a couple of shirts for myself. Except, I was using some old volunteer shirts we had that no longer fit and they’re not quite as stretchy as the $4 shirts that you get at Michael’s. My advice would be to pick some stretchy shirts (jersey material works) from Goodwill or the DAV. You can probably get half a dozen shirts for $5. This way, you won’t feel so bad if you mess up. I wasn’t worried about the shirts I was cutting up because they were all freebies that either no longer fit or we weren’t wearing anyway. I’m not quite confident enough in my t-shirt destruction skills to cut up one of my Zumba stuff. LOL. I’ll get there eventually, though.
We’d been talking about having a t-shirt destruction party for quite some time now. I’m glad we finally had it because it was so much fun. I just wish Mother Nature would have cooperated a little bit. She’s kind of temperamental of late. Maybe we’ll do this again toward the end of summer or early fall. What do you guys think?
Here is my first ever Billboard Art. I was very honored to be asked to do this for my Dad and the Kansas Museum of Military History.
Brian and I tried our hand at t-shirt destruction the other day by converting his old Zoobilee 2009 volunteer shirt into a halter top. I didn’t have the foresight to take a “before” photo of the shirt, but here’s the result:
The tiger stripes were originally on the right side of the shirt. Brian had the idea of saving the tiger stripes part (as opposed to using the other side of the shirt, which is plain) and using it as the focal point of the halter top. I think it turned out pretty good.
NOTE: Huge thanks to Gina Ann for the inspiration and the instructions. We would not have known where to begin if it weren’t for her and her mad t-shirt destruction skills. For more inspiration and how-tos, please also visit the Zlife Magazine web site or Zlife Mag Facebook page. Good luck and happy crafting!
Gina Ann showed off her t-shirt destruction skills before AND after the Zumbathon. It’s like magic! I’m going to have to learn how to do this stuff…