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Chief Customer Officer ForumPatrick C Duffy

Chief Experience Officer & Global Director of Vacations

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Gardening

• From seed to mulch– Creating a platform empowered to deliver Empathy

– Flower doesn’t revert to seed, seed grows to Flower

– Our CS team is our Flowers, we need them and they need us

– They look, sometimes flounder but still are awaiting

– End of each day, the duty of deliverables

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Tending to the Garden

• Customer Service Excellence– Isn’t that an expected in their role

– Are the companies expectations met daily

– Is the Flower’s expectations equally met

– Watering the Flower/incentivize the Team Member

– Daily feeding is very inexpensive

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Garden of Even

• Hierarchy in Customer Relationship Centrism– Customer is always the end user, trumpet and cheer

– Importance and urgency in their role

– Removing personal boundaries ($) to maintain objectivity

– Celebrate the Hierarchy

– Acknowledge large and small successes

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Sweet Fruit of our Labor

• Grass Root CS Centrism– Build a solid core of team members who deliver

– Clear defined Roles & Responsibilities

– Monitor and measure with a human touch

– Let them go, let them deliver

– Remind them of the day they started

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Wrap up

• Day One on….– Care

– Concern

– Reliability

– Sensitivity

– Feeling of being a part of; feeling important