Customer Service Experience
In an increasingly demanding and fast-paced world, where customers are fickle, margins are thin, and profits elusive, managing compelling experiences can make all the difference is crucial to drive home.
Companies focus relentlessly on brand, yet products and services continue to become more undifferentiated. It is essential in this age to understand the relationship between brand management and experience management and act on it in a meaningful, but impactful and strategic way.
Traditional market research techniques have evolved, as well as best practices around marketing to multi-dimensional customers, but what remains is the emotional effect brands have on people. The key to making sense of customer actions is to understand the way that one feels about oneself when engaged with any brand. Customers are people and people are complex and have varying beliefs, attitudes, emotions, experiences, and goals.
There are several brands and CEOs who do well. Amazon, Tesla, and Apple are a few who execute on managing experience value in conjunction with brand efforts, which is why they are industry leaders’ others try to emulate. And still, while they are not perfect, they are leap-years ahead of most other brands.
The development of experience management theory and practice within any business takes people, time, effort, and budget. But it also takes experience, strategy, a strong methodology, and follow-through. It is easy to look at data and jump to conclusions, but to understand your customers and employees, one must be relentless to recognize them as complicated humans, therefore, understanding the context around the data can make all the difference.
This way of thinking and understanding suits well into discovery and design sessions, journey mapping, design thinking, strategic planning, innovation, and transformation. Most importantly, it results in an action plan that is obtainable yet includes stretch goals to push a company and its brand to its greatest potential. This process works with any size audience to identify what is, what could be, and what is needed to propel breakthrough ideas into the marketplace.
Over 25+ years of continued refinement and delivery of thought-provoking initiatives and action plans that focus on what is a ‘human experience’, I found my “home” in customer experience and experience management. From working in a rural grocery store starting at age 13 in northwest Minnesota to working within large corporations in St Paul, Minnesota, my experiences – combined with my enthusiast approach and commitment to best practices – have been my motivation to relentlessly tap into and activate human-centric experiences to create stronger, more meaningful relationships that result in more loyalty among employees, customers, and users.
Employing universally proven principles around human-centered approach and design, combined with lean design principles and years of experience, we will identify both unknown and underserved needs by the business, the customers, users, employees, or all the above! This practice will also define and build out a customer-centric culture within that exists between today’s expressed needs and tomorrow’s anticipated desires.
It begins with uncovering the ‘why’ behind the stated ‘why.’ Understanding this will allow for various discoveries including compelling articulation of the competitive landscape and compelling experiences resulting in the necessary growth transformations of your brand. With a blend of statistical rigor combined with empathy and genuine understanding, the backbone of your brand will lengthen and grow to new heights and your customers and users will thank you.
Recognizing the importance to identify and rapidly solve problems to help executives, innovators, and organizations looking to solve business problems and challenges faster but with clear actionable outcomes is foundational in the execution of an actional experience management system. This includes, but is not limited to: A deeper understanding of the underlying issues and problems being faced; Hands-on experience with expert guidance to solution the issues and problems; Energized buy-in of from leadership and frontline; Action plan to move things forward immediately; Implementing a sustainable governance plan.
Companies can elect whether they just require Appleton Greene for advice and support with the Bronze Client Service, for research and performance analysis with the Silver Client Service, for facilitating departmental workshops with the Gold Client Service, or for complete process planning, development, implementation, management and review, with the Platinum Client Service. Ultimately, there is a service to suit every situation and every budget and clients can elect to either upgrade or downgrade from one service to another as and when required, providing complete flexibility in order to ensure that the right level of support is available over a sustainable period of time, enabling the organization to compensate for any prescriptive or emergent changes relating to: Customer Service; E-business; Finance; Globalization; Human Resources; Information Technology; Legal; Management; Marketing; or Production.
Customer Experience generally is meant to be a guiding statement, a way of working, company culture, and the result of how your customers and users feel about themselves after interacting with your brand. The mission of this work is to provide a consistent purpose around what the experience is and should be inside company walls, whether a customer is present or not. When that is healthy and consistent, it shows inside out and outside in.
Over the past 20+ years, I have continued to refine, define, and deliver thought-provoking CX program focus that unravels the riddle that is a ‘human experience’ and shows us how to tap into its power to create stronger more meaningful relationships and more loyal employees and customers.
This process works with any size audience, in nearly any industry. To truly humanize a business and a brand, as well as drive a sustainable humanized-centric culture, a combination of innovative approaches that promote an inclusive environment to allow for the necessary creative experimentation, measurement, and discovery process are a must.
Customer Experience Publication
A publication in which 22 international CX professionals share their current strategies for achieving impact and visibility using best practice CX. Co-Authored International Bestseller across 5 countries. Authored chapter 4.4, “How to create a successful CX Program for your organization using Design Thinking”
“Ms. Stoll has been my secret weapon! A whip-smart and dedicated member of the Global Sales & Strategy Team, Ms. Stoll is responsible for managing the Customer Pulse Survey and providing a comprehensive analysis of the data collected. This data is used to not only understand the performance of our organization but is leveraged to actively manage the behavior of Strategic Account Managers globally. She is a consummate professional with a keen ability to interpret data and making actionable recommendations that impact the business of Thomson Reuters and improve the client experience. It has been said, “if you can’t measure it, you can’t manage it.” Without the efforts of Ms. Stoll and the vitally important work that she does to measure client data, many within our organization wouldn’t be able to do their jobs. She is well respected and valued for her contributions. She is a leader among her peers and positioned to be a leader in any company lucky enough to have her.”
“Having completed numerous customer surveys and interviews in the past, when we hired Ms. Stoll’s help, we received a much deeper understanding of some of the hypotheses we were making internally. She brought a deeper level of insights, uncovering issues we had not discovered before, unlike past feedback efforts. She had also developed an actionable next steps summary for us to help guide us on our way to providing a better experience for our customers. Very pleased..”
“Ms. Stoll is able to pull, mind, and provide high-quality opinion and analytics from our customers, allowing us to guide strategy and direction on both a per-bid and a per business-unit level. Later, Ms. Stoll worked with us to formalize a win/loss intelligence program, bringing additional insight into the organization at multiple levels. Throughout both these programs, she brought insight and experience in data capture, customer engagement, questionnaire design, and organizational knowledge management. She engaged brilliantly with my team and was a regular source of new ideas. As a result, both our bids and our strategic bidding operations saw a rich new layer of evidence.”
“It was such a pleasure to work with Ms. Stoll to deliver Safcos customer satisfaction surveys. She is incredibly talented, organized, and always brings a level of positivity to every conversation. Her experience in customer insight and retention is unparalleled and I appreciate all of the help she provided to our Marketing team. Ms. Stoll is without a doubt an incredibly valuable asset to any company she is a part of.”
More detailed achievements, references and testimonials are confidentially available to clients upon request.