I didn’t grow up with a silver spoon. I learned the value of a buck at a young age. Paying my way through University by working hard in Customer Service, in the Airline industry. From a young age, I knew how to turn a frowning guest into a happy Customer. I quickly realized that if I put my heart and soul into it, I could make anyone smile. And that a happy guest made my day much easier.
Learning to be good in Customer Experience in the Airline Industry is tough. After all, when was the last that you praised an airline for their service experience?
Once I graduated, I worked for many years in different operational roles in the airline industry. I would have to deal with the irate customer in a snowstorm or when an engine stopped working. When it comes to poor experiences, I became quite good at fixing them and finding a way to put a smile on people’s faces.
Granted, we were still one of the best in the world. One of the leading carriers, not like Continental at the time where the CEO had anecdotally locked himself in the head office with armed security officers because he was paranoid that someone would be so upset that they would take his life away… and let us not forget that he wouldn’t eat on planes for fear that an employee or customer would try to poison him!
From there, in operations, I kept thinking that there was a better way to do things. That there was a better way to create an environment for team members to shine in front of customers and want to do the right thing… just like I had to pay my way through university… not out of fear but out of a desire to do the right thing.
I learned that Operational Execution, something that no one wanted to talk about, consistency was more important. The product had to be consistently executed.
From there, I went on to lead many transformational programs across industries. I became obsessed with Operational Execution of Customer Experience. Making things come to life consistently at high levels of performance in front of customers. And I consistently saw the results. It wasn’t about selling a dream. It was about executing on that dream reliably.
When I did this. Magic happened. Consistently.
I saw the value of end to end transformations. Exploring the process and delivering a new service promise consistently. It was never as sexy as Marketing but consistently delivered significant outcomes and big $$$s.
I learned that small projects often missed the point and were nothing but wasted effort. Will a customer ever care that you saved them 10 seconds on a call? NO! Stop following yourself otherwise, the customer won’t know.
And worst of all, I discovered that Customer Expectations have changed yet most marketers are still trying to do what worked decades ago.
Stop trying to surprise and delight. Stop rewarding those commendations. Unless you are in the entertainment business. But last time I checked, Banking, Insurance, Aviation, Hospitality wasn’t trying to entertain – they needed to deliver exceptionally well, which is the domain of operations.
Customers want simplicity. They want promise made, promise kept. In many cases you are better simplifying your offer but delivering it consistently.
It’s time to shift customer experience from the dream of marketers into an operational reality and deliver consistently.
I found a secret sauce that involved delivering exceptional customer experience by tapping into your team members – creating a culture of customer experience, exploring human 2 human interactions.
Join me on this podcast as I interview leaders that have done just that and delivered exceptional outcomes. Learn through their journeys and inspire yours.
Leave your customer experience legacy.
ABOUT THE HOST
Eric Michrowski is a globally recognized thought leader and guru in Operational Performance & Transformations, Safety Culture, and Customer Experience. A highly sought-after Executive speaker on the global stage, he has led executive training programs, coached the C-Suite, and connected with thousands of Fortune 500 senior leaders. He has been featured on TV, in articles, and Podcasts and has an upcoming ForbesBooks book to be published this year.
His approach is anchored in evidence-based research and practical applications in Human Performance, Process Excellence, and Organizational Change. He brings over 25-years hands-on experience in Operations Management, Culture & Business Transformations, Management Consulting, and Safety roles across a range of industries including Financial Services, Airlines & Hospitality, Utilities, Mining, Energy, Transportation, and Telecommunications.
Across his work, he has achieved substantial improvements in Safety, Customer Experience, Operational Reliability, Employee Engagement, and Financial Performance, always by incorporating Epic Cultures to maximize results and sustainability.
Eric holds a Bachelor’s in Laws, a Lean Six Sigma Master Black Belt, and has received several international awards both personally and for the teams he has led.