Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.
The awards program now includes a group of more than 130 distinguished leaders representing household name brands. From sweeping voice-of-the-customer initiatives and data analysis strategies to employee engagement and omnichannel initiatives, this year's 12 winners are the creative disruptors in their organizations who play a critical role in advancing their organizations' customer strategies.
Take Mike Lester, president of The Melting Pot. He established the 'Perfect Night Out' standard of service, which aims to create a flawless guest experience for all patrons of the restaurant chain. Lester encourages all employees to adjust their service to accommodate customers' desired level of experience.
Communication and feedback is also important to Kyle Groff, manager of customer insights at JetBlue. He and his team implemented a system that gathers feedback from travelers via social media, email, and surveys and tracks Net Promoter Score (NPS) trends for each airport JetBlue services. The team determined the experiences to measure across the check-in, security, and boarding processes and they now track experience trends at each airport and identify issues and share the feedback with appropriate employees from the CEO to gate agents.
And John Wompey, vice president of operations at Foot Locker, who, along with his team, implemented the Customer First initiative, which resides at the heart of Foot Locker's customer-centric culture. The program focuses on customer journey mapping in an effort to help the company understand how customers experience the brand and how to design interactions around each point that cultivates closer customer relationships.
These three Customer Champions, along with the nine other winners, demonstrate that communication is leadership and leadership is influence. According to the late Pete Drucker, "Leadership is lifting a person's vision to high sights, the raising of a person's performance to a higher standard, the building of a personality beyond its normal limitations."
The 1to1 Media 2014 Customer Champions have successfully lifted the vision of their employees, the standards of their cultures, and the perception of their customers.
Congratulations to the 2014 class!