• Stanley posted an update in the group Group logo of Customer Experience CultureCustomer Experience Culture 4 years, 11 months ago

    I typically do not have a great deal of praise for company cultures, for most are simply lacking in terms of emphasizing a customer experience mentality. However, I have noticed that many smaller operations, in this most recent case a local gym in my city, tend to practice a much more relationship centric method of doing things. In my most recent foray into the gym, I noticed that the owners themselves were there greeting their members, helping them with their exercises, and even going so far as to demonstrate proper technique and form. Now, this is uncommon coming from an industry where most personal training is on a per diem basis, but it was even more so because the owners were making a clear effort to also get their staff involved in helping their members. Not only that, but while I was there they also brought everyone in the building together, myself included, to discuss changes to the gym’s layout and design. Originally, I was happily surprised by the owners making an effort to have their employees work with members and build a sense of camaraderie and openness, but I was taken aback by how we, the customers, were brought into the fold of managing the building. Essentially, we were more than clients using the gym’s services – we were part of their community. I personally saw this as a show of how the owners were trying to make the gym less of a chore and more of an experience.

    • 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 have, though, in terms of culture. I think it is probably easier to build a culture and community with a smaller local gym than the larger nationwide businesses. I highly doubt you will see a similar situation anywhere, for that matter, because it is hard to make a universally accepted decision when you do not have a quorum of the clients and employees. But I do like this approach – it really builds into the idea that the customer and their experience with the offering is part of what should be focused on the most.

    • So how does this apply to banks? I can’t see where you can cross over the ideas. It’s not like a bank will ask everyone how they want to bank since everyone will have a different opinion.

    • My belly may be evidence to show that I haven’t been to the gym in a while, but I really like this idea. 🙂 To answer our good friend Deano, it’s about getting people into spending time and working with the bank. They got people at the gym to stay and talk about what they want, so they wanna come back since they want to see their ideas come to life. 🙂 Banks can do this with their services. You want video ATMs, so you’ll check in every once in a while to see if it happens.And you’ll stay with them til if it does! Win-win all around! 😀

    • See, this is where I think it makes sense. There are people actually there to do things, so why not make it something they can be connected to? People are attached to money, sure, but they aren’t going out of their way to make it something special. No one wants to go to deal with their money because it is stressful. So I’m not sure how this goes into banking. Financial services like what I do? Sure, golfing and talking about investments is fun and easy, but depositing a check or anything like that? Not exactly the place where I would be all innovative.