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November 2016

30 Nov Celebrate Your Customers in the Moment

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Celebrate Your Customers in the Moment
There are several standardized ways you can celebrate your customers. You can do things like email your customers on their birthday or anniversary, send them handwritten thank-you cards (we do like this one!), or maybe offer them a giveback program (buy ten coffees get one free).
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28 Nov How to Celebrate Your Customers [Infographic]

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How to Celebrate Your Customers [Infographic]
Many businesses are finding more innovative ways to celebrate their customers. We surveyed about 1,000 men and women in the United States across three generations to find out how THEY feel businesses treated them in 2016.
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27 Nov Celebrate Your Customers by Improving Processes

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Celebrate Your Customers by Improving Processes
  Celebrating your customers is crucial to your business because it’s the customers, coming in again and again, that keep it running. However, celebrating your customers isn’t always easy and can sometimes go by the wayside. We encourage you to always be thinking about ways you can improve on and implement strategies that give back by constantly identifying issues in your operational processes and making them better. Celebrate your customers! Goldfish Swim School is a company that has outstanding core values and can provide you with amazing insights and strategies that we hope will get you thinking more about how you can celebrate your customers. Tiffany Miller is the Director of Operations at Goldfish Swim School Franchising. Tiffany’s team is constantly working to identify opportunities to improve operations within the franchise system. The operations team works with their franchisees to develop enhanced solutions to roll out at each location. These are great lessons to help you celebrate your customers more, too. But first, Tiffany’s story and how she got to where she is: About nine years ago, Tiffany was looking for a switch from her tech career. She was looking for something that would inspire her and that she really enjoyed. One of her passions has always been swimming and teaching others how to swim. With this in mind, Tiffany joined the then small team at Goldfish Swim School at its first location in Birmingham, MI. Starting out as a swim instructor, her role quickly developed into helping with almost everything in the school from pool deck operations and lifeguarding to working at the front desk and everything in between – whatever needed to be done.  After a year in her role, she was promoted to the school’s first-ever General Manager. She put her operations background to work and immediately started working to continue to improve operations at the swim school. After two years, the owners of Goldfish Swim School invited Tiffany to help on the franchise side of the business as they were starting to expand. With a baby on the way, Tiffany was looking for a career that would fit into her upcoming family lifestyle so she happily accepted. After the birth of her daughter, Tiffany returned to work as the first employee in the franchise office. Because the corporate team was so small at the time, Tiffany took on a variety of tasks ranging from operations to human resources. The evolving role forced her out of her comfort zone at times, but it was exciting to witness the beginning of the creation of a successful brand.  

DOWNLOAD YOUR FREE Celebrate Your Customers Templates HERE

    “My goal is to take the lessons I learned every day in the school and apply them on a larger scale to benefit the entire franchise system. Even years later, we are still a growing brand so there’s never a day that’s exactly the same. Big decisions, changes, moves – always something new,” says Tiffany. Keep in mind, when looking at your company’s operations, changes should be based on how they will better celebrate your customers. Eliminate unnecessary processes if they waste money, aren’t required by law or don’t add to a customer’s experience in a positive way. Introduce new processes that will benefit the customer like making a transaction process smoother or a product safer. When implementing new procedures, it’s important to ask how and if it celebrates your customers. A large part of Tiffany’s job is making sure operational changes do just that as well as reflect the five core values of the company: GOLDEN Experience, WOW! Customer Service, Integrity/Compassion/Trust, Extraordinary Results, and Celebrate! Here are a few examples of how effective operations at Goldfish are able to give back to the customer. While you may not be able to be apply them directly to your business because you aren’t in the learn-to-swim industry, they can definitely help you rethink how your organization operates. We hope you use them as foundational thinking points when you strategize on the best ways to celebrate your customers.
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16 Nov Celebrate your Customers (Millennials) by Giving Back

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Celebrate your Customers (Millennials) by Giving Back
The millennial generation is a wily bunch! (Trust me, I’m one of them.) They are restless, always on the move and usually looking for something new, exciting and adventurous. If they aren’t running amuck in Thailand or backpacking through Europe (only to come stateside and talk your ear off about every “unique” experience they had...like I did) we are moving up and down and left and right in their job. And our spending habits are all over the place too. What exactly we want in a product, service or brand is also challenging to pin [wrestle] down. But one thing we’ve (WebPunch that is) found that is pretty consistent with millennials is that they like companies with a business model that involves giving back; it’s a great way to celebrate your customers because it’s their purchase that is making a change.
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10 Nov Fooled by Frosting

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Fooled by Frosting

Creating an excellent Customer Experience is easier than you think...

Many years ago I opened my dorm room door to find an amazing chocolate cake. The cake was beautifully adorned with sprinkles and chocolate shavings; it looked like the spawn of Martha Stewart and Rachael Ray. You could actually hear the angels sing and heaven’s rays shimmer around this divine cake! Accompanying the cake was a lovely little note inviting me to the “turnabout” dance with a stunning beauty—I was thrilled! …until I took my first bite. Apparently, not all college kids know how to bake. It tasted like baking soda and mustard gas with a hint of chocolate.
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