Client Experience: Do you have one of these?

I talk about your "mission' frequently. Not your mission statement, that is a bunch of hooey. Your mission.

• Disney: Make people happy
• My carpet biz: Create healthy homes & businesses.

Your mission has to be bigger than your job. Low cost airline JetBlue’s VP of Customer Support Experience, explained that it is their mission “to bring humanity back to air travel”. We all know how the airline industry is battling many frictions. So focusing on an amazing human experience is indeed a smart way to get back into the hearts of customers. Fun fact: they even have a Customer Bill of Rights: I also love the example of their “People Officer”: someone who surprises customers on flights and in airports with rewards and gifts. There’s the example of him hosting a game of trivia on a flight, announcing that the winners would receive flight vouchers and giving away a dozen tickets. Another time, he handed out refreshments and donuts to customers waiting at a long check-in line, and even gave away free flight tickets to 60 different cities. The opportunities to adapt these strategies in your business abound like bunnies. Do you have a client Bill of Rights? How about someone in charge and responsible for the client experience?

Remember, you won't profit unless you implement, Vance "My friend of 50 years is a JetBlue pilot but I never get free tickets" Morris