Weight loss, focus and the local experience: Part 2

Posted on Tuesday, July 17th, 2012 by Empathica

As I discussed in my last post – like many Americans, the summer brings with it renewed healthy lifestyle resolutions, and a slew of outdoor activities to test my new level of fitness.

An interesting parallel between that part of my life and my professional life, as a customer experience professional, is the impact that support from a community of peers can have.

Leaders in the weight loss space learned long ago that people were much more successful in their weight loss plans when surrounded by a community of like minded people. A group of people with a common goal of losing weight with a forum to communicate with each other are able to share the ups and downs of striving for their targets, as well as share advice on what works, and what to avoid.

I myself follow this same philosophy, being a member of a once-a-week running club. As I’m getting ready for the summer outdoor season, I can’t overstate how helpful the support of my peers has been in my running adventures.

In the world of customer experience, brands can leverage the same principle of social sharing. While understanding brand goals and objectives is important, at the end of the day it’s the in-store experience delivered at the front lines that has the biggest impact on customers.

Locations across a brand often vary in experience and capabilities, not to mention differences in staff makeup. Enabling the sharing of best practices across locations is one surefire way for brands to elevate the execution of their entire workforce.

These days, the prevalence of social media and sharing online, takes this principle and makes it easier than ever. People don’t just want to be able to find communities to share their goals and achievements with, they expect to have them.

When it comes to achieving your goals there is no one better to seek help from than others who are trying to achieve the same thing.

Savvy brands who understand this today are beginning to explore ways to close the communication gap inside their organizations – and especially between locations, to share how best to deliver the brand experience, from those who know best. Frontline managers and staff.

This entry was posted in How do I Build Loyalty, Advocacy & Acquire More Customers? and tagged brand promise, customer experience, employee engagement, Retail, social community, social sharing. Bookmark the permalink.