Kathleen Peterson

2009 is coming to an end. Is it me, or has the pace we live at accelerated the calendar? Time flies - seems an inadequate assessment of how fast this year has gone. I for one am not sorry to see it end! The season of celebration is upon us, and we now get to prepare for 2010. I’m seeing lots of excitement and enthusisasm for this year to be over - which must translate to excitement for what is to be in 2010.

It is my belief the experience economy is truly upon us, consumers will make decisions based on past experiences and the promises associated with future experiences. There are two areas I believe will be critical 1] the impact of the employee experience on the customer experience, and 2] the advances in technology that are going to fundamentally alter the status quo.

Employees needs are changing, and as the economy recovers, talent will begin again to evaluate opportunities. Talent at all levels will be once again be in demand, and evaluating options. Are your forces stronger, having gone through the challenges of 2009, or are they ready to jump ship, to “fly” so to speak? I heard a speaker at the NACCM conference in Phoenix from Disney say, at Disney they consider the front line, their bottom line. Think about nurturing your talent, your customers will be pleased! Few if any customers having been served by the “surly” return for more.  

When it comes to technology, it is much more than desktops, data bases, phone systems and the internet. Think about the applications your employees and customers need/want; social netoworking, mobile devices, effective gathering and use of business intelligence, training - what will drive the consumer to you as opposed to away from you? Providing the channel of choice, providing ease of use, accurate and timely inforamtion and informed staff - the challenge is how to take what sounds simple and actually provision it - operational-ize it, so to speak, that’s the challenge.

Just think about it…. then do something about retaining talent and customers via the experience you provide, and don’t kid yourself about your internal reality… there’s a lot of that going around….

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