Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning & Kerry Bodine

Author:Harley Manning & Kerry Bodine [Manning, Harley]
Language: eng
Format: mobi, epub
Publisher: AmazonEncore
Published: 2012-08-27T14:00:00+00:00

9

Governance

AFTER RETURNING HOME from a successful shopping trip to her local LEGO store in January 2012, Nancy Schaefer, an executive at a software company in southern California, sat down at her computer and typed the survey link that was printed at the bottom of her receipt. In her feedback, she gave specific praise to Xitlalic, a store employee who had been especially helpful during her visit. The next day, she received the following email:

Dear Nancy Schaefer,

Thank you for visiting our Anaheim LEGO® Store and for completing our store satisfaction survey. We are delighted that we were able to provide you with a great store experience during your January 30, 2012 visit.

It is inspiring for us to share your enthusiasm for LEGO products and we want you to feel the same way about the experience you have in our stores. As manager of the Anaheim LEGO® Store, I am particularly pleased that you found our friendly staff to be exceptional.

“Cece” is our nickname for Xitlalic, one of the supervisors here—I shared your feedback with her and she was very glad to hear that you had a great experience! Thanks from both of us for taking the time to recognize her in particular.

I would like to personally invite you, at any time, to let me know how we are doing. You can contact me directly at [email protected] or by telephone at (714)991-____.

Sincerely,

Tim Atwood

Store Manager

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