September 22, 2015

Be Consistent For Smooth Sailing Customer Experience

September 22, 2015/ Randa Green

In my last post, I shared a few stories about my first experiences. Not only do I love to try new places for the first time, learn new subjects, challenge myself with activities like the Tough Mudder - it is great to experience new products and services.

As a business leader, you are the champion for a great customer experience!

Whether your first interaction with a customer is face-to-face, through technology, or as a reference - it is your first and best opportunity to connect. Once you connect, you are positioned to convert them as a new customer, and finally keep providing them a great experience - just like you did the first time!

In my experience as a consumer and customer service operations leader, consistency is a key factor to consider when you create your business strategy, develop processes, and choose technologies. Here is a story that truly opened my eyes to the importance of consistency.

The Story of Consistency

Starts with a great first experience. To Connect, Convert,

It all started with the first visit and a hand-written thank you note. I was hooked as a loyal customer for 6+ years until I moved from Chicago to NYC. Rashida is not only an influential female entrepreneur that I look up to, she is a friend. We both have a passion for customer experience and would often share business stories - even if beauty and hosted VoIP are different industries, human behavior and requirements are the same.

And Keep Your Customers!

There was something about walking into her studio that was refreshing. The entire experience was so effortless. As a subscription service, there was no hassle with payment upon arrival. While you waited; you sat in comfortable sofa and chairs, enjoyed your favorite mini soda, a variety of candy options, and movies with Audrey Hepburn to match the posters of the icon on the walls.

One day, she shared her perspective of consistency in customer experience with me. We subconsciously expect to receive consistent experiences in all of our interactions. As she explained it to me, I easily connected the dots of consistency in my visits with her over the years. One simple example was how she mixed the same 10 songs into the music playlists.

It can be the littlest detail like your hair dresser not using a familiar product or tool with no explanation. While it may not stop you from a return visit, it will likely leave a void as if something is missing. Ever since this conversation with Rashida, I always notice the impact of consistency as a consumer and business leader. I am so excited that Rashida is sharing her expertise to help others build brand identity strategy.

Be Consistent

In the journey to connect, convert, and keep loyal customers - here are three key areas of consistency to consider. Establish initial trust during the first interaction and continue to provide the same across all channels, to each customer, and through the entire journey.

Across All Communication Channels

Customers want a choice in how they connect with your business. Be consistent in your communications across all channels. If you have different departments managing social media feeds than handling email and phone calls, using the same knowledge base to provide responses to customers will help them be consistent. Invest in tools to keep those teams aware of different channel interactions. Salesforce is just one option. Don’t blow a great first impression from the amazing store personality with lack of response via email or Twitter.

When Dealing With Different Customers

Customers share stories about their experiences, especially over social media. With so many choices available, recommendations from trusted sources are always welcome as a consumer - and for your business. Influencers… Document best practices for consistent interaction when customers deal with different roles across the organization. No one wants to hear praises about an experience with an amazing salesperson only to be shattered by a complete disaster with a different one. Next thing you know, there is a heated argument between best friends over a bad recommendation.

For Each Interaction

Consistency during each interaction with a customer can impacts his/her loyalty. Imagine that you have an effortless experience the first few times you visit a new store - you are greeted with a smile, offered the beverage of your choice (which should be consistent), and enjoy the familiar music. As you learn to expect the same treatment over time, of course you are surprised if you enter the store and feel as if you are in a different world! What happened? Is there new management? You decide to give them the benefit of the doubt - it must have been an off day… While the tolerance for variations in customer experience will vary, don’t test the waters when you have the power to manage the consistency.

What are your thoughts on consistency as a customer? How do you handle consistency with customers at your business?

Yours Truly,

The Pukka Panda

August 20, 2015

Learn Through Frequent First Time Experiences

August 20, 2015/ Randa Green

There is something about the first experience that we don’t forget. Whether it is the first trophy, kiss, gymnastics competition, 'The First Time', or when we first learn what it feels like to be hurt - from peers, co-workers, someone we love… it shapes who we are as individuals… The first time we experience something, we are the most vulnerable; hopefully open to learn and embrace the opportunities the world has to offer.

I personally love to try new things, embrace challenges, meet new friends, and welcome opportunities to learn and grow. Here are two recent events that remind me of the significance of first experiences.

Being Vulnerable

During a recent business trip to California, I watched ‘Breakfast at Tiffany’s’ starring Audrey Hepburn - a personal fashion icon of mine. I am refreshed by her carefree attitude, authenticity, and positive outlook on life. She and her neighbor take a day of adventure in NYC to experience a day of ‘firsts’ - being vulnerable to both new things and about one another. Wondering why I don’t do this more frequently, I texted my boyfriend the idea as soon as I landed…

To my surprise, Friday of that week, he planned an evening of first experiences for me in NYC; running 5 miles of interval training on a Friday evening (I typically like to run in the mornings…), walking across the Brooklyn Bridge (I had only biked), dinner at a new restaurant, and the top of the Empire State Building. I truly felt like a little kid in a candy store with the world to explore and learn - and luckily the world is a big place.

Times Square and Bryant Park from the top of The Empire State building

Tough or Rewarding - It Is Your Choice

I signed up for my first Tough Mudder a few weeks ago for Saturday, August 15th. I didn’t really know the details until I watched videos a few days later… I just expected some mud, monkey bars, ropes; however, the Electroshock Therapy 2.0 particularly worried me a bit. I was secretly hoping I would nail the Funkey Monkey 2.0 with my background as a certified child monkey.

As you can see on my face, the electric shock was not my favorite. At least it was the last obstacle. It was just a really weird feeling since you could feel it throughout your entire body.

Fast forward to past our team carpool from Brooklyn, Def Leppard jam on the school bus ride to the location, and coordinated ‘warm-up area’, it was finally our turn to be TOUGH! When we arrived at the start line, we were told to kneel down for a pep talk from Sean Corvelle, the MIC guy for Tough Mudder. During his speech, he emphasized the power of teamwork and positivity, shared Tough Mudder stories, and highlighted the importance of trying new things.

I am pleased to report that I successfully completed the Funkey Monkey! The monkey bars were always my favorite on the playground. Even today, I become a kid again at any playground that has monkey bars or anything to climb.

Sean said, "Try to do something for the first time at least once a week."

Done! The Tough Mudder was not only a great first experience, I am now inspired to try take Sean’s advice.

Whether the first experience is tough or rewarding, I encourage you to be open and think positively. You have the choice to create your own adventure, learn from each challenge, and create endless opportunities for yourself and others.

I look forward to sharing new first experiences with you all. I would love to hear about your first experiences.

Yours Truly

The Pukka Panda

May 24, 2015

A Challenge Is Your Opportunity To Create A Winning Solution

May 24, 2015/ Randa Green

I don’t accept no for an answer. There is always a way to find a solution to achieve the desired objective. Think differently. Ask the next question. While It may not be the easiest path, there is a a way to get where you need.

Fortunately, my life is filled with family, friends, and business leaders that have taught me you can achieve anything with the right approach. I am always up for a challenge, which is well known to those people… especially my mother when challenging me to cross the adult rings at the lake at age 6, to climb a tree, or recently to swing on a vine in Puerto Rico.

When there is a challenge to overcome...

I recently watched ‘Moneyball’ - a great story of challenges and the motivation to win. In ‘Moneyball’, they are challenged by the lowest budget for baseball. How do you win with no budget to buy the best players? After losing their top player, Billy, the General Manager pleads for additional money as his first approach. Being told ‘no’, he tries his next option to buy a sub-par player from another team. When Billy hears ‘no’ again influenced by a recent Yale Economics graduate, he takes the opportunity to dig deeper with this individual and learn more about why he won’t give up this player. Sold on this new method using analytics to redefine what makes a winning player, there is an opportunity to get the right team of players to win the game.

It is not about one player, it’s about the team...

Billy is motivated to create a winning team and hires the Yale graduate to help him find those players. While Billy is motivated, his initial method to execute on the new analytic approach is a failure - the team loses 15+ straight games with the three new players, while giving him a bad name. Billy was determined, yet was trying to win with a strategy in a vacuum of two people, without properly communicating the tactics to the rest of the team.

And leading through personal connection and individual motivation.

After a tarnished reputation from failure to deliver using the new technique, it hits Billy personally when his daughter expresses her fear of him losing his job and moving away. At that point, there was something that hit home and he became a leader.

Before, he was unattached to the players on the team - not riding on the plane with them or visiting them in the locker room. There was no personal connection. He was not being a leader.

Billy took the time to meet with each person individually, to understand them, to learn what they needed to feel motivated. Sure enough, the team wins the next 20 straight games to beat the record.

In the end, they did not win the World Series; however, Billy grew as an individual and learned what was important. He was offered the highest General Manager position and refused it to stay with his team. It wasn’t about the money, it was about how he felt - accomplished - appreciated. In the story, he made a difference in the game with other teams adopting the strategy in future years.

Whether you are on the giving or receiving end of ‘no’, use it as an opportunity to help provide an alternative solution or think differently to achieve the objective. I would love to hear your story about creating an opportunity out of a challenge.

Yours Truly,

The Pukka Panda

January 30, 2015

We All Want It Simple - Is It At Your Expense Or Theirs?

January 30, 2015/ Randa Green

Simple: At Your Expense or Theirs?

Overheard in the airport on my way to California for a business trip.

"Why do you always pick on me?"

"Because it's easy."

As someone people like to tease, the response to this questions was familiar to me. Of course, it is also typical for many situations in life.

If you know me personally, you may be smiling or nodding in agreement.

In the past, teasing sometimes bothered me. Now, I realize it is either a form of flattery or just not about me.

We aim to make it simple for the user in products, business writing, customer experience and many other things. We want it simple for people to read, customers to purchase, manage, and even return. Repeat customers are the easiest to keep. Let’s make it simple for them, even if when it is more difficult for us!

It is often the opposite when choosing your path in life. If it is simple, it doesn't mean it's the right thing to do. It's not always simple to try something new or take the high road. When you choose the simple path, consider the impact to everyone - for both the present and future.

Yours Truly,

THEPUKKAPANDA

January 19, 2015

Randa Green - The Real Pukka Panda

January 19, 2015/ Randa Green

ThePukkaPanda Story

Authentic, charismatic, clumsy, driven, energetic, friendly, leader, lovable, positive, and smiling are a few words that describe me - ThePukkaPanda.

Initial Idea:
Start a fashion blog to complement my hobby, as I love the creative outlet of choosing different looks. One day is preppy, next day edgy, perhaps classic the following day - the choices are endless.
The Problem:
Fashion does not capture the complete picture of me, and there was no clear message or theme.
The Message Discovery:

I am not a poker player - what you see is what you get. I hear this often from friends and colleagues at work. I am proud of my authentic and vulnerable personality. My face tells it all.

I often have a Cheshire Cat Perma-Grin some may also comment. I have a contagious positive outlook to share and promote.

The Result:

I strive to be authentic and positive in all areas of my life - family, friends, business, fashion, and with strangers. I will blog about embracing a true authentic and positive lifestyle.

The Name:

‘Pukka’ is a synonym for authentic. ‘Panda’ is my nickname - Randa Panda. www.thepukkapanda.com.

What to Expect:

Authentic and positive posts about my life: Business, Fashion, Lifestyle, Favorites, and links to articles around the web that support the message.

What is authentic?

I think authentic is being your true self - not being afraid of what others will think.

Here is a link to a good article on 10 habits of highly authentic people.

What is your definition of authentic?

Yours Truly,

ThePukkaPanda

PS:

I chose the name for this blog back in September of 2014 and made the leap to purchase domain names from Godaddy.com on the first of October. Originally, I set a goal to launch on my birthday, December 7th - which I reset to the beginning of 2015 for various excuses. I failed to ship as Winnie describes Your Turn Challenge - until now.

I officially accept the challenge posted by Winnie on Seth Godin’s blog, Getting Unstuck - A One Week Challenge. Honestly, I do not have solid details for the execution; however, am clear of the message: Embrace an Authentic and Positive Lifestyle.

Blogging is something new to me! I would love for you to come on this journey with me.

Swinging into Fall soon. Can't believe it's already getting so chilly in the morning, but early Fall is some of the best weather here! #parkerb #smile #happy #ldw #happylaborday #6monthsold

Core strengthening planks for Parker today. @purebarreparkslope he must have been practicing with me in my belly. #purebarre #parkerb #babyyoga #learningtocrawl #plankchallenge #babyplank @primarydotcom #primarydotcom #6monthsoldbabyboy #6monthsold

First time sitting himself up from tummy. I can't keep this little guy from moving all over now. He loves to pull the grass. #LCOMAugust #summer #happybaby #parkerb #teacollection #smile

Parker B is 6 months today! He is super chill and always smiling or giggling.

Last few week, all he does is practice - practice - practice! We will soon have a full force crawler. #parkerb #learningtocrawl #love #determined #happybaby #practicemakesperfect