Tag: Customer Experience Design

3 Things I Learned About the Customer Experience During my Hike in the Albuquerque White Mesas

My family and I vacationed out west last week. We went to Albuquerque, spent 3 days there, then went on to Phoenix.

We took a tram up to the top of Mount Sandia, we toured Sedona, went off road in a Jeep to hike the White Mesas; we visited a museum, spent a full day at the Grand Canyon, and we had some fantastic food. My husband chose all of the restaurants, insisting only on local cuisine. He even made sure to select vegetarian-friendly spots for me.

Out of all of our experiences out west, my single favorite experience was the White Mesa Jeep Tour with New Mexico Jeep Tours. It was my ideal standout experience because of the company, New Mexico Jeep Tours, gave my family and me a phenomenal customer experience.

If you’ve been to one of my keynotes or training sessions, you’ve heard me talk about the 3 Elements of the Best Possible Customer Experience. The 3 Elements create what I call “The Way of Harmony.”

How to Prepare Your Employees for the Black Friday Customer Experience

Woman making card payment at the counter in a clothing store

Black Friday is the day after Thanksgiving, and it marks the beginning of the Christmas shopping season. Named Black Friday because it is a day retailers make profits and go into the black, Black Friday holds a different meaning for many retail employees. For employees, it’s a black Friday all right: It’s a stressful, busy day of dealing with hoards of customers who can be demanding and unreasonable.

Ridiculously low prices, brilliant marketing, and holiday buzz get consumers in the door. Once in the stores, however, customers must fight their way through crowds,

risk getting trampled, and race to the items on their shopping lists. Many customers are disappointed to find that they are too late to grab their desired items because the swifter customers already beat them to the iPad2 or the 72” flat screen TV. Meanwhile, frontline employees work to keep the shelves neat, field complaints about roughhousing and out-of-stock items, struggle to get price checks, answer questions, and ring customers up. It’s a guaranteed stressful day. While there’s no balm to remove the stress of Black Friday, I do have 4 tips to help make Black Friday a little less stressful for the frontline employees that help make Black Friday a profitable shopping day.

 

  1. Properly Train Employees to Manage the Event – Black Friday is a significant event, not unlike an NFL game or a hip-hop concert. There will be crowds, excitement, chaos, and risks. Employees must be trained on what to do in overcrowding situations, crowd pushing, violence and fire. A detailed staffing plan is a must so that all employees have specific locations fully staffed during the Black Friday event. Additionally, a clear safety plan must be created and rehearsed before the event so that the store is completely prepared for any emergency situations.