Annette Franz Gleneicki

The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado.

The final session that I'll be blogging about today is by Mary Lee, Director of Member Experience at AAA Northern California, Nevada, and Utah. She'll be sharing lessons learned around building a new VOC framework.

AAA is a federation of separate AAA clubs. AAA NorCal started in 1900 and has 4.2 million members.

The AAA Member Experience Journey

Services with membership: travel, emergency roadside service, homeowners insurance, auto insurance. AAA...

The Customer Experience Professionals Association annual Member Insight Exchange kicks off this morning in San Diego, CA, at the Hotel del Coronado.

Our first keynote speaker this morning is Tom Feeney, CEO of Safelite AutoGlass. His presentation, "The Road to Success Through People," is about how Safelite overcame difficult financial conditions to become the dominant auto glass repair company in the country by relentlessly focusing on employees and customers.

Tom kicked off his session by saying that he believes that they have not yet even begun to tap into the greatness within Safelite. Three takeaways he...

Image courtesy of 9 INCH Marketing

I love the concept behind Stan Phelps' 9 INCH Marketing; the name refers to the average distance between the brain and the heart of your customers and your employees. 

As Stan says: it's the longest and hardest 9" in marketing. At its core, the concept is all about winning the hearts and minds of your customers and your...

Sam Walton once said, "There is one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."

It is this premise that Chuck Wall personifies in his new book, Customer CEO: How to Profit from the Power of Your Customers.  This is a well-written, easy-to-read book about the powers possessed by your customers - powers you may not have considered - and about how to become a  successful, profitable business by harnessing those powers to transform the organization, the culture, and how it thinks about delivering the customer experience.