Minneapolis CX

Minneapolis Customer Experience

Learn more about customer experience best practices from expert consultants around the Twin Cities area. These leaders in customer experience consulting have a lot to offer, and can help get you started on your own journey to improving your customer experience.

Join Jim at Mindsurf!

I’m pleased to announce that I will be the keynote speaker at this year’s Mindsurf conference.  Join me as we discuss From People to Profits: The Business Case for Employee Engagement.

We will walk through not only the business case, but also three very concrete steps that you can take to improve employee engagement at your organization.  The official description:

Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

I hope to see you there!

Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at Davanni’s

“We pretty much let our employees and customers decide what’s on our menu.”

That’s a great example of the philosophy that has led to long-term success at Davanni’s, a Twin Cities pizza and hoagy restaurant. While their local focus and fun atmosphere are definitely part of the mix, it is the extreme efforts to keep fresh with customers and employees that really drive their results.

Davanni’s has 21 locations throughout the Twin Cities. They have been in business for 37 years, featuring family-friendly food on the lower end of the cost spectrum. I originally asked to interview them about their experience with Coke’s new soda machine. But I ended up discovering the best example I’ve found of a company trusting their strategies to their customers and front-line employees. This story is a great example for any industry. Read more

Best Buy’s New Store Format: Beautiful Design Limited by Store Execution Issues

Best Buy unveiled a new store format last week at its flagship location a few blocks from their corporate headquarters. I visited the store twice last week. You can find more general review at The Mama Report, including photos, as well as at the Star-Tribune. The store has opened to rave reviews, and understandably so. The new format is beautiful, and greatly increases the opportunity to play with and learn technology.

The company traditionally introduces new store concepts in 1-3 stores, evaluates them, and determines which parts (if any) to scale. There are too many changes to include in one post, including such additions as a “Solutions Central” to ask questions, educational “digital displays” teaching about products, and vignettes that allow you to see how appliances might fit into your home. I will focus on the overall look and feel, and three specific areas: Tablet Central, the 3DTV Experience, and the Magnolia Design Center. This post reviews the format, and gives advice as to which parts should be scaled.

Full Disclosure

I worked for Best Buy for six years through 2008, and still love the brand. My last three years I designed interactive experiences such as those featured in this store. Several are clearly descendants of projects I led. This makes me more familiar with the issues than most. Read more