Outstanding customer experiences don't just happen; they take careful planning. And in most cases, successful customer strategies occur because of the people behind them.
The 2014 1to1 Media Customer Champions program aims to honor these people--employees across all areas of an organization who succeed in pushing their strategies forward through dedication, innovative ideas, and a commitment to doing what it takes to advance the customer experience.
Today, the call for entries opens for our annual awards program. Now in its 10th year, the 1to1 Media Customer Champions program aims to recognize people who have been instrumental in getting their companies where they are today: on the path to customer centricity. And they have proven results for their efforts.
Last year's winners included people like Julie Bernard, senior vice president, Customer Strategy, Marketing & Advertising, Macy's Inc.; Barry Ratzlaff, executive director of Customer Connect, Blue Link and Service Business Development, Hyundai Motor America; and George Larribas, executive vice president and head of client delivery for Wells Fargo Treasury.
Julie's efforts focused on data, centralizing it and getting it executive support. From a marketing perspective, data allowed the company to create tens of thousands of personalized versions of its catalog and the ability to expand its custom content including email, online displays, and mobile.
Barry organized close collaboration across the organization helps simplify and enhance customer relationships. Through training and continuous conversations, he makes sure his team treats customers as partners, having human conversations that steer clear of fancy or complicated language.
And George rallied employees around a singular focus, in this case delivering what he calls "A+ service and support," a customer-centric servicing strategy that focuses on exceeding customer expectations and ensuring a "customer for life" focus. This led last year to an increase of 2 percent in cases resolved on the first touch while same-day resolutions have increased by 5 percent in 2012 over 2011.
If Julie, Barry, or George reminds you of someone in your organization, or if you believe that you have what it takes to be named a Customer Champion, then I encourage you to nominate a colleague, friend, client, or yourself. Click here to enter and for answers to your questions about the program. I look forward to reading your entries. Good luck!