A driving factor for any business to be successful is the ability to differentiate – setting your company apart from the competition by creating great experiences for your customers. Three ways to do that is with personalization, ease, and speed – and its the first of these three that our guest is going to talk about today. Host Steve Walker welcomes Marcus Hall, president and partner at California Closets, for a discussion about not only personalizing the product, but the experience as well.
The value of peronsalization:
Marcus Hall: “…personalization for us is really about every customer, every employee, every situation being unique, much like our product. We say [the] customer is our standard. Every customer, every home, every office, every space is unique in and of itself. The the walls are different. The flooring is different. Everything is unique in construction and the built environment. And so it behooves us to match our custom product with the customer experience. And we do that through a great deal of trying to listen from the very first conversation and interaction with customers and collecting what we call connecting those dots that ultimately tell a story, that hopefully plays out in this theater of of an experience.”
Leading the team:
Marcus Hall: “…my leadership team and myself have realized that if we can deliver creative experiences for our internal customers — our employees — their ability to go out and deliver that in the field goes up exponentially. We do the same things we do for customers, which is that we ask questions. We’re listening. We’re gathering information. We’re getting data points. We certainly run those broad, generalized surveys, but we look for opportunities to lean in every week. We have a leadership team meeting and we talk about the the moments for the week. What are the moments that we should focus on across our fifty six employees? What are the opportunities that we can lean into some kind of event, something that’s happening in the employees life where we can support them or their family and just create some excitement or again, support in that challenging time?”
Tags: Steve Walker personalization Marcus Hall California Closets CX EX