Building a Customer Experience Program From the Ground Up With Mike Gomes

 Customer Experience Program From the Ground Up With Mike Gomes," 
1. **Introduction to the Podcast and Guest**
   - Host introduces the podcast "CS Conversations"
   - Overview of the podcast’s focus on customer service, support, and experience
   - Introduction of guest Mike Gomes, with a background as a Disney executive and now Chief Experience Officer at Cortland
2. **Mike Gomes' Background and Transition**
   - Foundation in guest experience at Disney
   - Applying Disney principles in sports
   - Transition to the multifamily apartment industry
3. **Establishing a Customer Experience (CX) Program**
   - Importance of leadership support for customer-centric strategies
   - Leveraging consumer insight and research
   - Identifying customer needs
   - Prioritizing non-negotiable base offerings
4. **Implementation of Surprise and Delight Strategies**
   - Defining base offerings
   - Determining surprise and delight moments in the customer experience
5. **Consistency in Customer Experience with Evolving Systems**
   - Maintaining consistency amidst evolving systems and processes
   - Implementing a CRM system to enhance customer journey
   - Correlation of management communication and customer service with overall satisfaction and renewal intent
6. **Change Management in Software Implementation**
   - Role of communication and feedback
   - Using appropriate language to drive attitudinal shifts
   - Focusing on the journey of the customer/resident rather than the property
7. **Community Creation and Satisfaction**
   - Importance of creating a community
   - Focus on both employee and customer satisfaction in the real estate industry
8. **Case Studies: Negative and Positive Customer Experiences**
   - Negative experience at a local restaurant
   - Positive experience on a Virgin voyage cruise
   - Impact of consistent branding and intentional customer segmentation
9. **Insights and Data Gathering**
   - Using large data and insights to define business foundations
   - Recognizing different primary drivers for various fan groups
10. **Investment in CRM System**
    - Improving communication satisfaction and community satisfaction
11. **Improving Fan Experience in Stadiums**
    - Focus on enhancing the food and beverage experience for fans
12. **Achieving Consistent Customer Experience**
    - Importance of consistency in execution and leadership reinforcement
    - Challenges in achieving consistency across diverse workforce and customer base
13. **Leadership, Training, and Processes**
    - Model of consistent operational standards inspired by Chick-fil-A
    - Emphasis on leadership, training, and processes for achieving sustainable success
 customer support, customer experience, Mike Gomes, Disney executive, Chief Experience Officer, Cortland, CX programs, internal buy-in, voice of the customer, guest experience, multifamily apartment industry, leadership support, customer-centric strategies, consumer insight, customer needs, surprise and delight strategies, base offerings, consistency in customer experience, evolving systems, CRM system, change management, communication feedback, attitudinal shifts, customer journey, community building, employee satisfaction, negative customer experience, positive customer experience, branding consistency, customer segmentation

Listen to the full episode now and enhance your CX and CS strategies!

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