Ray Andrew

  • Ray Andrew posted a new activity comment 5 years, 3 months ago

    I see it as keeping up with the industry and changes in customer expectations. As you become accustomed to a certain set of standards you realize that there is little that differentiates companies. All, in the end, strive to achieve the same standards, effectively commoditizing themselves. They need to establish a relationship in order to retain customers.

  • Ray Andrew posted a new activity comment 5 years, 4 months ago

    This is not one that I believe you will be able to gain a great deal of insight from, but I recently was at Six Flags and was pleasantly surprised by how well they were able to create this experience of being in a different themed area. In particular, I am speaking of Camp Snoopy. In addition to the rides (in this case, their services), they…[Read more]

    • You know, it doesn’t really make that much sense for the banking industry but I get the idea with what you’re talking about. In the end, we just want to immerse the customer and them to feel like they are actually part of the world we make. So, banking is profession, amusement park is childish.

      • That is the main goal. We want to be able to create a situation where we become immersed in the environment. This allows us to fully enjoy and feel what it is that we are experiencing. Rather than engaging a single sense, we are unconsciously feeling every single aspect of our environment.

  • Ray Andrew posted a new activity comment 5 years, 4 months ago

    But is there truly a turning point in any business where implementing a new system of culture would be best? In my mind, I cannot see there being a specific point in time where a business would gain the most benefit from changing their culture towards something more relationship centric. I feel that it has to be an internal change from the start…[Read more]

  • Ray Andrew posted a new activity comment 5 years, 4 months ago

    Gyms are a great source of inspiration in my opinion, especially in terms of creating culture or innovation. I had said that my gym offered these “scenario” classes where they put you in different situations, such as a river rescue or obstacle course. I saw that as a new experience outside the standard gym routine. I didn’t see anything like you…[Read more]

  • Ray Andrew posted a new activity comment 5 years, 5 months ago

    Large corporations are usually the most visible of all businesses, and it is much more difficult to implement a new form of experiential innovation in that setting than in a smaller business. Often times you will see them field test new ideas in small offices. I believe this is why we are not seeing sweeping changes in the industry. Then again,…[Read more]

  • Ray Andrew posted a new activity comment 5 years, 5 months ago

    I do not think that the main goal was to highlight McDonald’s. Really what I think they were trying to do was associate the love for soccer with that of McDonald’s, saying that McDonald’s is just as passionate as they are. Hence, they made the commercial and feature all sorts of World Cup advertising buzz. This is in addition to creating something…[Read more]

  • Here’s a great ad I saw referencing the World Cup. It does not come right out and say it, but it really speaks to how we are influenced by what we love. In this case they showcase soccer and how it is a part of people’s lives no matter their age or demographic. I thought it was a great way to showcase the love of the game and keep people…[Read more]

    • Seems cool but I don’t get how this makes mickey Ds look all that good. They have one sign at the end and that’s it. I wouldn’t have even known what the ad was if I only caught part of the commercial. To me, not enough of the brand coming through. Great commercial though.

      • I do not think that the main goal was to highlight McDonald’s. Really what I think they were trying to do was associate the love for soccer with that of McDonald’s, saying that McDonald’s is just as passionate as they are. Hence, they made the commercial and feature all sorts of World Cup advertising buzz. This is in addition to creating something…[Read more]

    • This is a wonderful find that supports the idea that experiential communications do not necessarily have to constantly highlight the brand that is being promoted. From the video you can clearly see that they are trying to capture the essence of what it means to be a fan, showing that it permeates even into everyday life.

    • It’s fun but there’s not much else to it. You got people to watch a video but didn’t really tell them anything about you or the company. How is that experiential at all?

      • Well you obviously watched it, meaning that it had an impact 🙂 Not to mention that now we know that McDonald’s is a sponsor of the world cup and is proud enough to focus on the love of the game instead of their own products. If you ask me, that’s pretty big

    • I like the commercial but I don’t get how it’s experiential. Care to explain it a bit to me? It’s going way over my head.

      • The experiential side of this commercial does not directly influence viewers. The primarily aim of this advertisement is simply to appeal to those who have a passion for the sport. As I see it, it invokes the “why” surrounding people and their daily activities; they love soccer and incorporate it into their everyday lives. This rings true with…[Read more]

    • Whoa, how did I miss talking about this? The cup was amazing and this commercial played a bunch of times! You know, this really got me thinking. Was it worth it? Trick question – of course it was! I still remember the commercial, which means it was effective in getting in our heads.

  • As someone who isn’t as well versed in the business of CRM systems and customer retention, I find it interesting how it can be such an upcoming subject. There are articles detailing the proper implementation plans, the best systems, and best timings for when to apply them. However, my question is what would be the ideal time to implement such a…[Read more]

    • It is my personal belief that every company has their own critical point where implementing a customer experience strategy, and whether that may be before the company has started or when they have reached full market saturation is entirely dependent upon that company’s management. However, it is clear that building a customer experience foundation…[Read more]

      • But is there truly a turning point in any business where implementing a new system of culture would be best? In my mind, I cannot see there being a specific point in time where a business would gain the most benefit from changing their culture towards something more relationship centric. I feel that it has to be an internal change from the start…[Read more]

    • Well you heard the genius himself! Seems like there is no perfect time to implement things. I agree too! You need to let people do their thing and not go by some set schedule. When the time is right, the time is right 🙂

    • If you’ve got your business going strong is there really a need to go ahead and get a big change over to relationship centric stuff? I mean, if you’re already doing good how much can changing how you work help? I don’t see how it can make these huge improvement to a system that is working just fine.

      • I see it as keeping up with the industry and changes in customer expectations. As you become accustomed to a certain set of standards you realize that there is little that differentiates companies. All, in the end, strive to achieve the same standards, effectively commoditizing themselves. They need to establish a relationship in order to retain customers.

  • Ray Andrew posted a new activity comment 5 years, 5 months ago

    I have heard about this video and decided to watch it when you had posted it. Personally, I think it is a great piece of branding on the part of Coca Cola. While they were striving to achieve a viral result, the main purpose of this video seems to be the idea that Coca Cola serves as an icebreaker for individuals. In the context of the college…[Read more]

    • I’m pretty sure they just wanted a viral hit and they got it. Not too sure if they were looking for that other stuff but it’s not like it hurts them either.

  • Ray Andrew posted a new activity comment 5 years, 11 months ago

    I have never participated in a war reenactment, but I had had paintball matches that were themed to resemble these types of events. With those types of events, scenarios were created and terrain was made to mirror the actual environment. While I would not say that it made the event seem authentic, it did make me feel emotions thoughts that I…[Read more]

    • That works too. I’m thinking that businesses should be framing themselves this way and creating that sort of theme. It makes it easier to become lost in the experience and remember it a bit more.

  • Ray Andrew posted a new activity comment 5 years, 11 months ago

    That sounds like a great way to spend the day. I agree that if you are doing something to benefit society it is not terrible to benefit as well, but sometimes I question whether companies would contribute if they knew there was no strong tangible benefit.

  • Ray Andrew posted a new activity comment 5 years, 11 months ago

    It is definitely good to be back in the swing of things. I had been bogged down by projects and other tasks, but this season sends my mind racing with ideas and questions to ask the Community. I just feel like adding to the decor and including interesting items creates conversation and buzz. Plants, pamphlets, and magazines are great, but not…[Read more]

  • Ray Andrew posted a new activity comment 5 years, 11 months ago

    This issue is more complex than that in my mind, but I agree that banks are lagging behind in the transition with new technology. As I see it, they need to understand that there is a balance between maintaining their minimalist policy towards advertising their offers and promoting their new offerings. Banks cannot be an invasive business lest…[Read more]

  • Ray Andrew posted a new activity comment 5 years, 11 months ago

    I do not disagree with you at all; human interaction requires that individuals be engaging and responsive. When you reminisce on a memorable experience, the sights and sounds are clear, but they do not stand out as well as the people who truly had an impact upon your experience. Instances where individuals caught your eye or make a mark in your…[Read more]

  • Have you ever realized that customer experience culture is simply derived from that of the employees? I had always believed that company culture, and likewise the experience culture, was molded by the company itself from the top down. While this may be true in large corporations that have been widely established, I noticed that on an individual…[Read more]

    • I figured that I would try to space out my answers to this so I don’t burn out my brain. You know, I’m not as young as I used to be so I can’t overwork myself! 😉 What you’re talking about sounds like something Michael would say though! Personality is what makes the customer experience, you know 🙂 So people really do make the culture stand out,…[Read more]

      • I do not disagree with you at all; human interaction requires that individuals be engaging and responsive. When you reminisce on a memorable experience, the sights and sounds are clear, but they do not stand out as well as the people who truly had an impact upon your experience. Instances where individuals caught your eye or make a mark in your…[Read more]

  • I am definitely being very active today in the Community, but that simply is because the year end is when all of the companies seem to be active and moving except for banks. When I was out shopping I noticed a trend in many of the stores I passed through, there were always things to browse and reasons to linger. Whether it was a bunch of sale…[Read more]

    • Well well well, look who finally weaseled his way back into the Community 😉 Good to see you back up and running, Ray. It was getting pretty quiet in here, but looks like that turkey last week made you wake up instead of fall asleep 🙂 I like the idea of throwing some fun little knickknacks to keep people entertained. I stick to my phone and…[Read more]

      • It is definitely good to be back in the swing of things. I had been bogged down by projects and other tasks, but this season sends my mind racing with ideas and questions to ask the Community. I just feel like adding to the decor and including interesting items creates conversation and buzz. Plants, pamphlets, and magazines are great, but not…[Read more]

  • This past Black Friday and Cyber Monday has been filled with a flurry of sales. The madness associated with this huge shopping weekend can be attributed to the constant buzz around what deals and steals may be on the horizon, as well as those that may already be in effect. One that I noticed was on Amazon almost a week in advance of the actual…[Read more]

    • I know I’d love it if my bank was more people friendly and started actually trying to be liked and known. Now me and my gym have a love hate relationship, and that’s a story for another time 🙂 but you know that I’ll still listen in for deals and news if I hear about them. My bank? I only hear about them when they’re pounding on the door for money…[Read more]

      • This issue is more complex than that in my mind, but I agree that banks are lagging behind in the transition with new technology. As I see it, they need to understand that there is a balance between maintaining their minimalist policy towards advertising their offers and promoting their new offerings. Banks cannot be an invasive business lest…[Read more]

  • It has been relatively quiet within the Community, but I still feel that this is a gathering place for great minds to share their input and perspective on all things banking, business, and customer experience related. Keeping that in mind, I want to pose a question related to the current times and see how situations may differ across the board. In…[Read more]

    • OK, another answer coming in hot! 😀 For Giving Tuesday I spent the day with my family volunteering at the local animal shelter. You should have seen how happy my daughter was to play with all the puppies that were there. It was adorable! We did it because we felt good about helping them out, and I’m pretty sure that companies feel the same. Who…[Read more]

      • That sounds like a great way to spend the day. I agree that if you are doing something to benefit society it is not terrible to benefit as well, but sometimes I question whether companies would contribute if they knew there was no strong tangible benefit.

  • Ray Andrew posted a new activity comment 5 years, 12 months ago

    I’ve been stagnant on Senteo for a little while now, but I’m glad I went ahead and took a peek at the Community. I remember reading about this on a Yahoo article a day or two ago and thought it was fantastic! Maybe we need that here in the US with the lack of exercise that Americans get. Definitely would be a nice break from the daily grind of…[Read more]

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