Archive for "Videos"
Posted on April 24, 2014 by Ching under Leadership, Videos.
I spent a couple of days in Topeka this week for Remarkable Leadership training. I got a free copy of the bestseller and also got to watch this funny video. FTW.
Brian has always been a bit of a nonbeliever in The Secret. He believes in it more now, but he used to make fun of me for being completely convinced that it works. But then, how else would you explain all the great things that happen to us?
While at the Customer Experience and Touch Point Mapping meeting last week, we were introduced to Chevreul’s Pendulum. I never could prove The Secret to Brian until this exercise. As soon as we did it, I thought to myself, “This is it. This is exactly how The Secret works!” I couldn’t wait to show Brian.
This is a photo of him giving it a try. If you’ve never tried this before, let me know. It’s amazing. If you are unfamiliar with The Secret, check out the video below. You probably think I’m nuts, but it really works. I promise!
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.
Posted on October 5, 2013 by Ching under Things to Do, Videos.
I am super excited to see MOMIX: Botanica tonight at the Wichita Orpheum. Huge thanks to my friend Christina for taking me. Brian would never have sat through the performance. It would have been a waste of a ticket. LOL.
Dad brought his new airboat over this morning and tested it out in our pond. At about the 2:50 mark you’ll see video footage of the airboat in action. It goes pretty fast. Brian got to play with it some this morning. Now he wants to make one too. I told him that if everyone makes one we can host an annual race! LOL.
P.S. Brian thinks he can make one, but he’s not as crafty as dad. His birthday is just around the corner, though. Here’s one that I thought of getting for him but can’t now that we’ve bought a new mattress. I’m broke.
Anyone want to get this for Brian?