“defining the customer experience”cdn.bpaa.com/training/seminars/brandon_david...defining the...
TRANSCRIPT
![Page 1: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/1.jpg)
“Defining the Customer gExperience”p
D B dDave BrandonBPAA 2012 B li S itBPAA 2012 Bowling Summit
The Meritage ResortNapa Valley, CaliforniaJ 22 25 2012January 22‐25, 2012
![Page 2: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/2.jpg)
Full Disclosure Statement
“I have no expertise in your industry. I have
never written a book…and I don’t intend to do
! d d d f hso! However, I do understand some of the
challenges you face in your industry, and Ichallenges you face in your industry, and I
hope some of the things I have learned will
add some value as you “change to grow!”
D B d‐ Dave Brandon
![Page 3: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/3.jpg)
Defining the Customer Experience…
• An unconventional choice – “figure it out!”
• What experiences can I bring to this topic?
• Creating a “Culture of Change”Creating a Culture of Change
• Managing Complex Change – A process!
• The Product Life Cycle
“ h ”• “The Stress Curve”
• You have to have a plan!You have to have a plan!
• Questions ????
![Page 4: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/4.jpg)
An Unconventional
ChoiceChoice . . .
![Page 5: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/5.jpg)
What Experiences Do I Bring to this Topic?
![Page 6: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/6.jpg)
What Experiences pDo I Bring to this Topic?
![Page 7: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/7.jpg)
What Experiences pDo I Bring to this Topic?
![Page 8: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/8.jpg)
What Experiences pDo I Bring to this Topic?
![Page 9: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/9.jpg)
Creating a Change Cultureg g
It all starts with strong hiring standardsg g
Assemble a team ready to challenge the status quo and change!status quo … and change!
Benchmark against the very best!
Be nimble… react to change with speed!
“You will either get better … or you will get worse” … Grow!!!
![Page 10: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/10.jpg)
The Tip of the Iceberg
![Page 11: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/11.jpg)
Resume Review
Phone/Video Interview
Face-to-Face Initial Interview
Reference ChecksReference Checks
Follow-Up Interview(s)
B k d Ch kBackground Checks
Spousal/Partner Meeting
Job Offer
The Tip of the Iceberg
![Page 12: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/12.jpg)
Managing Complex Changeg g p g
Case for Change Vision Skills Incentives Resources Action Plan ChangeCase for Change Vision Skills Incentives Resources Action Plan Change
Vision Skills Incentives Resources Action Plan Status Quo
Case for Change Skills Incentives Resources Action Plan Confusion
Case for Change Vision Incentives Resources Action Plan Anxiety
Case for Change Vision Skills Resources Action Plan Gradual Change
Case for Change Vision Skills Incentives Action Plan Frustration
Case for Change Vision Skills Incentives Resources False Starts
![Page 13: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/13.jpg)
Human Resources as a Strategic AdvantageThe Product Life CycleAdvantageThe Product Life Cycle
Birth Growth Maturity Death
![Page 14: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/14.jpg)
Human Resources as a Strategic AdvantageAdvantage
![Page 15: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/15.jpg)
“If you don’t know what t d kto do…ask your customer!”customer!
Sam Walton
A case study…..A case study…..
![Page 16: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/16.jpg)
W A li h d G t ThiWe Accomplished Great Things…
Turnover reduction
Talent acquisition
Growth of market share – sales – profits
O /Sh h ld l tiOwner/Shareholder value creation
Wealth transfer to employees & familiesp y
![Page 17: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/17.jpg)
But Things Started Getting TougherBut Things Started Getting Tougher…
Growth slowed!
Domestic sales went negative!
It felt like the decline stage of the product life cycle had arrived!!
![Page 18: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/18.jpg)
What should we do?
![Page 19: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/19.jpg)
I called itI called it,“Change to Grow”Change to Grow
![Page 20: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/20.jpg)
We InvestedWe Invested…
(When others didn’t!)(When others didn t!)
![Page 21: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/21.jpg)
In Our Team…
P l Pi liPeople Pipeline
Rising Talent
Salary Increases (pay for performance)performance)
Re‐set Annual Bonus T tTargets
![Page 22: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/22.jpg)
In Our Franchisees…
I d O ti E l ti R tIncreased Operations Evaluation Report frequency and standards
Franchisee re‐certification training program
Franchisee profitability initiativesFranchisee profitability initiatives
“Learn new tricks”
Become “multiple ball jugglers”s”!
![Page 23: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/23.jpg)
In Product R&D…
![Page 24: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/24.jpg)
In Product R&D…
![Page 25: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/25.jpg)
In Technology…gy
![Page 26: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/26.jpg)
In Technology…gy
![Page 27: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/27.jpg)
In Technology…gy
![Page 28: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/28.jpg)
In Technology…gy
![Page 29: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/29.jpg)
In Marketing…g
More weeks on TVMore weeks on TV
Sharper research / analytics
Deeper involvement inDeeper involvement in the “new media”
Sh t “ l ” t thShout “value” to the consumer!!
![Page 30: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/30.jpg)
We Worked to Be Nimble & Quick!
Consumers change fast!Consumers change fast!
“Go to market” quickly
Be flexible – Don’t fear change!change!
Not all BIG ideas require BIG !!money!!
![Page 31: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/31.jpg)
Did it Work?
Growing salesGrowing sales
Positive trafficPositive traffic
Growing domestic business again!Growing domestic business again!
The culture is strong and so are the results!The culture is strong…and so are the results!
![Page 32: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/32.jpg)
Organizational Behavior/Performance“The Stress Curve”The Stress Curve
100 100
orm
ance
irabi
lity
Perf
o
Des
0 0
Anxiety - Stress - TensionLo Mid Hi
0 0
![Page 33: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/33.jpg)
![Page 34: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/34.jpg)
• 80 % of all bowlers < 44
• From 12,000 centers to approx. 5,200
• 70 million people bowl every year + 40 % since 1998year … + 40 % since 1998
• Intense competition –l k f i llack of price leverage
![Page 35: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/35.jpg)
Your Challenges and Opportunities:
• Identify where YOU are on the Product Life Cycle
• Renew/Refresh/Extend your Brand and Business
• Listen to your Customers (current and prospective)
• Create a Culture of Change – Change to Grow!
• Be Bold – Invest in your Future
d h k h !• Create a PLAN and Benchmark Against the Very Best!
![Page 36: “Defining the Customer Experience”cdn.bpaa.com/Training/Seminars/Brandon_David...Defining the Customer Experience… • An unconventional choice –“figure it out!” • What](https://reader033.vdocuments.us/reader033/viewer/2022051512/6030440a7fd44142e9696f21/html5/thumbnails/36.jpg)
Questions????