Critical thinking and a great customer experience can be hard to master – learn to reflect on art and your business!
Art teaches us! Is your brand special? Is it still special now? These mannequin’s legs are all posed the same but in simple ways, they all appear different. Your customers have changed. Some want safety, some don’t. Some want new and interesting, some don’t. They all want great service. I had a washer delivered and the guys did not have masks or gloves on and did not offer to put them on. I obviously wasn’t going to turn them away but I will quietly not order from them again. Think about what you can do to reassess the entire experience from the new services, to new layouts and how to make it REALLY interesting to customers that have also changed. Those brands that maintain their previous great service identity and then make it just a little bit better will win!read more
Art teaches us! Hanneke Beaumont’s sculpture says it all! The risk takers are fine but they don’t notice the floor markings/new rules. Others? Are at best confused and maybe even scared. What do you want your customers to say on google/yelp about safety? Beaumont’s sculptures are meant to represent timeless individuals, no certain age. Make sure that all locations are ready and factor in all needs, not just for risk taking customers.read more
Art teaches us! What depicts this time in our life? For me, it’s how everyone has to stay inside looking out the window. Alper Yesitas’s photographs of the same window over 12 years, shows us how just the simple curtain blowing in the wind can look beautiful. Make no mistake. Customers are noticing every small detail of great service and how kind and considerate you are to your staff. All while maneuvering a huge financial impact to your business.read more
Art teaches us! Thomas Shahan photographs arthropods and specifically jumping spiders. To survive, these arthropods have evolved for centuries, responding to what’s going on around them. That’s what I see now. A tactical shift by almost all businesses to a higher goal, the health and welfare of others and a new found moral code. I’m noticing a kinder tone, a deeper understanding of team members like never before and a permanent shift to better treatment of vendors and customers. Maybe there are a few leaders not doing everything they can, but let’s applaud the ones that are!read more
Art teaches us! To cheer up the entire country in the 1980s when the sugar cane industry declined, the Phillippines started the MassKara Festival each year and called it the “Festival of Smiles”. Just like that! No long discussion. Just a commitment to use art as a way to lift everyone’s spirits. What can you do right now, to lift the spirits of your customers?read more
Isn’t this Nick Veasey photograph amazing! Using x-ray technology he creates interesting details beyond the surface of the objects and people. As we start to pair up x-rays with artificial intelligence and patient general history, the improvements in medicine will be tremendous. Can you say the same about your service? Do you know just the surface details or deeply understand your complete customer experience?read more
Art teaches us! The blurred images created by Philip Barlow creates a basic sense about the particular setting. But it’s blurry. Barlow’s paintings are interesting because they’re not focused. However, without all the fine details executed consistently, your customer experience might be far from perfect. Your team members might find your customer experience vision too vague or blurry. Philip Barlow helps bring beauty into blurred visions but your customers and team members will need more clarity in 2020.read more
Art teaches us! This depiction of Willie Nelson made out of toast should make you stop and think! Willie Nelson never tried to just be like everyone else. Do you? No matter what location or call, do you really provide better service or just “fit in”? Is it really unique enough? Isn’t this Whole Foods Willie Nelson toast portrait unique and fun too? Don’t settle. Really think about your service at every customer touch point and make sure it’s the best.read more
Art teaches us! The ways to create great customer service are infinite! Just like Yayoi Kusama’s infinite mirror exhibits and Golda Meir’s quote, you can create great service in a million ways. It’s interesting to link these 2 icons to service. Meir reminds us to be encouraging while Kusama talks about reflections being infinite. But, it starts with your leadership!read more
Art teaches us! New employees feel defeated. Fast training, brand new managers, lots of work. How can they possibly provide great service when just getting started? They can! And want to! Portland artist, Chad Knight creates extremely realistic digital art. As in this piece, he captures the emotion of never giving up. What can you do to help those employees that want to be customer focused beyond the obstacles? Try to reward not just those performing with perfect mystery shop scores, but acknowledge big changes and persistence over time!read more
Art teaches us! This photo screams greatness! Back in 1968, Jacksonville newspaper photographer, Rocco Morabito, was awarded a Pulitizer Prize for this stunning photograph of a lineman climbing up to save his lifeless team member. Wow! Teamwork and heroism caught on camera! Pulitzer recognizes such great work. See what you can do to recongnize great things (large and small) happening with your customers by leveraging a mystery shopping program. The Chipolte bonus plan might help differentiate them in the hiring process but does it really tie back directly to a great customer experience? Reward specific behaviors too!read more
When GPS leaves your customers in the parking lot (“Arrived!”), what does that do to your customer experience?
Art teaches us! When you see all these trash people in the street, does it remind you of your customers being left standing in the parking lot by GPS? Well, it should. Customers want to be directed all the way to their item, order counter or restaurant table. HA Schult created this exhibit of 1,000 trash people at locations around the globe. HA Shult was clear. He wanted to heighten our awareness about trash. The trash people stuck outside all lined up reminds me of how I feel when my GPS tells me “Arrived” and I can’t even see the name of the restaurant or store, much less how to find the product or what type of restaurant service to expect. What can you do to not lose that business and direct your customers the rest of the way?read more
Experience the art of critical thinking.