SpurConnX

SpurConnX and team showed up and ran in the rain and cold for those sleeping in the cold this past Saturday. It’s my 2nd year sponsoring the #AtlantaMission5K. Such a rewarding experience! Haven’t heard of Atlanta Mission? They are Atlanta’s largest and longest-running provider of services to homeless men, women and children. I love that they work to help set up their clients for long-term success helping them sustainably provide for themselves and their families. A special thanks to Patrick Daugherty, Megan Kautzman, PHR, Camille Hegwood for joining me and for the generous donations and support from my network!

Gearing up for the Atlanta Mission 5K Race to End Homelessness taking place next Saturday, 2/15. This is year 2 of me sponsoring with my company SpurConnX! 👇Check out the comments for the registration / donation link. I’d love to have you join me and my team! ❤️Your registration fee for the race will cover one night of shelter and services for someone who would otherwise spend the night in the cold, on the streets. 🏃♀️🏃♂️Bonus, the in-person race is one of the last Atlanta Journal-Constitution Peachtree Road Race qualifiers before registration opens for the 2025 AJC Peachtree Road Race. ℹ️ What is #AtlantaMission? Atlanta Mission empowers those experiencing homelessness in Atlanta. They are the city’s largest and longest-running provider of services to homeless men, women, and children, operating four shelter campuses in Metro Atlanta and Northeast Georgia.

A great way to round out last week with the Piedmont and Epic teams! Piedmont leadership and I got a chance to share where Piedmont is headed in refining their patient experience vision and Epic shared how they could support. Patient experience is not evolving quickly enough, but I’m happy to say there are many working hard to strongly advance this space. Coming from commercial industries with a career focused in #CX, I’m impressed with the work the Epic team is doing to support greater care coordination, patient servicing, and health outcomes. Epic has an incredible campus in Verona, WI. Our meetings were held in The Cantina from Star Wars and The Shire from Lord of the Rings. So fun and thanks for hosting Epic team! #PatientExperience #CXStrategy

Happy CX Day! 🥳 Do you find yourself explaining #CX to friends, family, and colleagues often? We've tried to make it easier for you with this fun video! 🎉See this video in more languages here 👉 https://lnkd.in/eRfH3KHq #customerexperience #CXday #spreadtheword #ccxp #cx #customer

A consumer’s experience is not developed or delivered by one person. It's a combination of many who make it come to life. 🎉 It’s been one year since I officially launched SpurConnX and this statement couldn’t ring more true! The experience building my business has been incredible thanks to many who leaned in, listened, provided feedback and support, and who have offered me the opportunity to serve their teams - thank you all! ✨🙏✨A very special thank you to my husband Patrick Daugherty for your support and encouragement. Douwe Bergsma, Kate Metzinger and the rest of the Piedmont team, Kelly Voelker and the KVA -- Communications Made Simple team, Heather Clarson, Rachel Reynolds and the Atlanta Mission team, Paul Carpenter and the⚡️GEC⚡️, Jeremy Haselwood, Heather Gibbons, Toshi Jones, Cameron Turner, Mel Light, Aseelah Williams and the Atlanta Children's Day Shelter team, Victoria Fiore Cohen and the Assembly Collective team, David Blaha, Steve Tharayil, Kristin Mitra, David W. Neal, Rochelle Moulton, Kimberlee. Vollbrecht, Kara Nishida, Julie Jones, Kristin Owen, Laci T., Celia Martin, MBA, Robyn Hatch and many more! #WomenOwnedBusiness #CX #CXStrategy #ConsumerExperience

Overloaded. A back-to-school reality check. As school season ramps up, we're diving into new routines with my oldest starting elementary and my youngest transitioning to a new preschool. Our home is buzzing with excitement! Yet, I’m 𝘰𝘷𝘦𝘳𝘭𝘰𝘢𝘥𝘦𝘥 by the uncoordinated flood of communications from every angle. With just two kids, I’m referencing: 5+ websites, 3 apps, email, text, and social to provide information and stay updated 😬. I'm not alone in this boat, right? We have to ask, why are industries like education still falling into the trap of providing a poor customer experience when they serve some of the largest customer bases in the world? This lack of focus is adding pressure to teachers, staff, leaders, budgets, and more. Their struggles are similar to other industries - they have important, time sensitive communications and actions for various stakeholders to take, however, they’re losing engagement and follow-through with the lack of orchestration. How to enhance the CX when we see this challenge and still be budget-friendly? ✅ 𝐂𝐫𝐞𝐚𝐭𝐞 𝐚 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 & 𝐂𝐨𝐧𝐜𝐢𝐬𝐞 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐏𝐥𝐚𝐧 - Develop a comms strategy and framework utilizing audience preferences, reduce the length, and focus on clear, actionable information ✅ 𝐂𝐨𝐧𝐬𝐨𝐥𝐢𝐝𝐚𝐭𝐞 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦𝐬 - Streamline to a single website, and if valuable to your audience, a single mobile app that work hand-n-hand ✅ 𝐅𝐨𝐜𝐮𝐬 𝐌𝐨𝐫𝐞 𝐨𝐧 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐏𝐥𝐚𝐧𝐬 - Leverage feedback to develop clear guidance on where to access self-help support and avenues to speak to an actual person With addressing these areas, education (and alike) can create a more seamless and user-friendly experience. #CustomerExperience #CXStrategy #CommunicationOverload #Education

One size fits none. Thinking about recent conversations and how groups are developing their consumer experience vision and strategy. Most organizations have started mapping their consumer journeys, but many aren’t going deep enough to see the full potential. They're diving into these journeys to better understand their consumers' experience with the goal to optimize at each touchpoint. Just like a marketing strategy, a experience strategy must be developed with a deep understanding of your various consumer segments’ needs, wants, and feelings. Whatever your industry, you serve various segments where there are commonalities (demographics, preferences, behaviors, needs). It is pertinent to clearly define your consumer segments first. Layering this information into your approach and viewing journeys through these lenses elevates your CX to: 🌟 Enhance relevance to each segment 🌟 Meet consumers where they are (tech savviness is a big consideration) 🌟 Increase overall enjoyment of your offerings 🌟 Lower support needs by being more intuitive 🌀 Continuing to hone your CX creates a virtuous cycle of greater satisfaction, repeat business, strong word-of-mouth marketing, lower service costs, revenue growth, and more. The "one size fits all" approach will only get you so far. Going deeper and designing accordingly is the key. #CustomerExperience #CXStrategy #ConsumerJourney #BusinessGrowth #Relevance

Talking face-to-face with your consumers. By consumers I mean your potential customers, current customers, employees, patients, donors, volunteers, you name it - how have you organized a plan to regularly gain direct, unfiltered feedback from these groups you serve? I get it, this can be daunting 😨 - the time, the people, the thought of feeding yourself to the wolves! Many conversations I have result in “we have X, Y, and Z surveys running”, but when I ask about hosting consumer and employee focus groups, shadowing in the operation, etc. teams usually go a little quiet... Core to understanding what’s really going to move the needle 𝘦𝘴𝘱𝘦𝘤𝘪𝘢𝘭𝘭𝘺 as it pertains to enhancing your consumer experience: ✔ Direct interaction with your consumers ✔ Providing a safe space for them to speak freely ✔ You actively listening, showing empathy, and going deeper with questions (𝒏𝒐𝒕 𝒆𝒙𝒑𝒍𝒂𝒏𝒂𝒕𝒊𝒐𝒏𝒔) 🌟 And don't forget to follow up sharing what you heard and actions you plan to take. #CustomerExperience #ActiveListening #ActionableFeedback #HumanConnection

The theme this week - go, see, learn! What a week so far getting a tour of the Piedmont Atlanta Hospital and their latest updates (talk about care at its finest, elevating the patient experience, and intentional design!) followed by lunch with Chick-fil-A Restaurants’ autonomous servers. Thankful to have started this journey with SpurConnX!