Kurtis Graham’s Post

Feeling proud and still buzzing from the incredible meeting we had last week! 🌟 We welcomed the President, CMO, and HR Director from our headquarters, and it was nothing short of inspiring. The air was electric with ideas and inspiration as we shared insights and strategies. It wasn't just about reviewing our performance—it was a deep dive into how we can understand our customers' voices better and how we can enhance their experience with every interaction. Out of the many takeaways, a collective vision emerged. We distilled it into three internal keywords that will act as the bedrock of our culture moving forward: ✨Customer Focus - Putting the needs and perspectives of our customers at the center of every decision we make. ✨Innovative - Pushing the boundaries of creativity to deliver outstanding solutions and services. ✨Alignment - Ensuring every team member is working harmoniously towards our shared goals. These principles will guide our actions and ensure we remain true to our commitment to excellence and customer satisfaction. Together, we’re unstoppable! 💪 #TeamworkMakesTheDreamWork #CustomerFirst #Innovation #GrowthJourney #ExcitingTimesAheadv #innovative #alignmenet

I was reviewing some old presentations from 2018-2020 and I came across a slide that said "My Personal Why" It was in a slide deck where my team and I were presenting the case to use the Shingo Model as a roadmap for operational excellence in our company. I smiled because it still holds 1000% true for me today. Our employees choose to spend a very significant part of their lives linked up with our organizations and just as important as vision and mission, is how we respect their precious time away from family. Does it matter to us that their work is clear, simple, efficient, and free of unnecessary waste? When they express concerns and raise issues are they met with the same sense of urgency that you as their leaders expect from them when you bring a problem their way? We talk about waste in terms of how it benefits the customer, or our bottom line, but keeping our processes clean, clear, standardized and free of waste honors our employees and respects them just as much, and is just as value added as customer satisfaction and reduction in cost. Our people are the key to it all! Let's be sure to look towards excellence with them in mind as well. #OperationalExcellence #ContinuousImprovement #LeanLeadership #EmployeeEngagement #PeopleFirst #CultureOfExcellence #WasteReduction #EmployeeExperience

How can you make Customer Service Week truly meaningful for your team? Here are 5 questions to help ensure your staff feel valued and empowered to deliver their best: 1. Do I regularly acknowledge my team’s hard work and celebrate their wins? Even small victories deserve recognition. A simple “thank you” goes a long way. 2. Am I listening to my team’s feedback and acting on it? Great customer service starts with an environment where employees feel heard and understood. 3. Have I provided the tools and training they need to handle tough situations with confidence? Investing in skill development shows you’re invested in their success. 4. Do I check in on their wellbeing and offer support when they need it? A team that feels supported is more resilient, focused, and effective in serving customers. 5. Have I created a culture where they feel they can speak up with new ideas? Empowering your team to innovate can lead to exceptional customer experiences. As leaders, when we take the time to ensure our staff feel appreciated and equipped, we’re not just building a stronger team—we’re building a better customer experience. What’s one question you ask yourself to support your team? Happy Customer Service Week to all the dedicated service professionals out there! #CustomerServiceWeek #CustomerExperience #EmpoweredTeams #SuttleShift

💡 Sharing a pro tip today! 🌟 One thing I've learned from my experience in customer insight and analytics is the profound effect of change management on Car Clinic Surveys. As the automotive industry continues to evolve, effectively managing change is paramount to maintaining a competitive edge. Change management, when applied to Car Clinic Surveys, can drastically improve the quality of insights gained, leading to better decision-making and ultimately a superior product. This simple yet effective strategy helped me streamline operations, improve customer satisfaction, and boost our brand reputation. Give it a try, and let me know how it works for you! Remember, success lies in embracing change and staying ahead of the curve. 💪 #ChangeManagement #CarClinicSurveys

Friday thoughts As we wrap up another week, let’s draw inspiration from the heart of our success: customer centricity and operational excellence. please understand that the homework will always be there at every stage and different level, even while you are progressing but These two pillars not only define our purpose but also drive our progress, innovation, and growth. Customer Centricity: The Core of Our Mission Putting the customer first is more than a strategy; it's a mindset. It means understanding their needs, anticipating their desires, and exceeding their expectations. When we center our operations around the customer, we foster loyalty, trust, and a sense of community. Remember, a happy customer is the best business strategy of all. Operational Excellence: The Engine of Our Success Operational excellence is about creating an ecosystem where efficiency meets quality. It's the pursuit of continuous improvement, striving for perfection in every process and product. By streamlining operations, we reduce waste, increase productivity, and deliver greater value to our customers. Excellence in operations isn't just about doing things right; it's about doing the right things, excellence is about attention to detail. Synergy of Customer Centricity and Operational Excellence When customer centricity aligns with operational excellence, magic happens. This synergy ensures that every action we take is both effective and efficient, resulting in unparalleled customer satisfaction. It’s about being agile and responsive while maintaining the highest standards of quality. Friday Takeaway As we step into the weekend, let's reflect on how we can better serve our customers and refine our operations. Let’s commit to listening more closely, acting more decisively, and innovating more boldly. Together, we can build a future where our dedication to customer centricity and operational excellence sets us apart. Have a fantastic Friday, and let’s keep pushing the boundaries of what we can achieve! #CustomerCentricity #OperationalExcellence #Inspiration #Motivation #FridayThoughts #ContinuousImprovement #CJLogistics #Wedesignlogistics

CUSTOMER SERVICE JOURNEY IS SLIPPING: Too many of today’s leaders are letting the customer service journey slip. Budget cuts and shifting priorities are taking focus away from what truly matters—delivering exceptional customer experiences that build loyalty and drive growth. Loyal customers spend more per transaction, more per year, and refer more secondary buyers. Today's smart leaders are prioritizing the customer service journey and customer loyalty. They know they are the secret to success in today's business growth model. As a speaker… top requests are for 🔹Customer Service 🔹Team Building 🔹Sales – Jackie Rainforth

𝗜𝘀 𝗬𝗼𝘂𝗿 𝗖𝗼𝗺𝗽𝗮𝗻𝘆 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗔𝗹𝗹 𝗧𝗮𝗹𝗸 𝗮𝗻𝗱 𝗡𝗼 𝗔𝗰𝘁𝗶𝗼𝗻? (𝗙𝗿𝗲𝗲 2-𝗠𝗶𝗻𝘂𝘁𝗲 𝗤𝘂𝗶𝘇) The visual below hits the nail on the head: good intentions don't create customer delight, actions do. Is your company culture full of passionate statements about customer service, but lacking in the processes and empowered employees needed to truly deliver? Words are fleeting, but a culture built on action creates lasting customer relationships. Take our FREE 2-minute quiz and uncover: - The gap between policy and action: Do your company values translate into concrete actions for employees? - Empowerment for action: Are employees equipped to take ownership of customer satisfaction? - The power of listening: Do you gather and act on customer and employee feedback to improve processes? Click here to take the quiz and discover how to bridge the gap between intention and action in your company culture! ➡️ https://bit.ly/cult-cust #companyculture #customerdelight #employeengagement #quiz #takeaction P.S. Share this post and spark a conversation about building a culture that speaks volumes through its actions! Together, let's create companies where customer delight becomes the norm.

In today’s competitive business world, staying ahead of your competitors isn’t about winning at any cost. True success comes from integrity, customer satisfaction, and employee well-being. Why Fair Play Wins: Honesty Pays Off: A reputation for fairness builds trust and loyalty. Customers stick with brands they trust, recommend them to others, and are more forgiving of mistakes. Cheating might offer quick wins, but it damages your reputation long-term. Customer Delight: A user-focused approach, built on feedback and quality, creates loyal advocates who bring in more customers. Prioritize long-term satisfaction over shortcuts. Employee Well-Being: A motivated, valued team fuels creativity and innovation. A culture of integrity leads to sustainable success. By investing in honesty, customer delight, and your team, you’ll build a business that thrives in the long run. Fair play isn’t just ethical—it’s smart strategy. #BusinessSuccess #Leadership #Integrity #CustomerExperience #EmployeeWellbeing

⭐️When Was The Last Time You Experienced Exceptional Customer Service❓⭐️ Exceptional customer service makes a lasting impression 💜 Recently, I had one of those moments that reminded me of the profound impact great service can have. Returning to favourite local coffee shop after a four- week absence. To my surprise and delight, they welcomed me back with complimentary breakfast. It was a genuinely touching moment that highlighted the power of connection in customer service. This experience reaffirmed the importance of: 🔷 Personalisation: Going beyond the transaction to build relationship 🔷 Empathy: Understanding and responding to customer needs 🔷 Generosity: Surprising and delighting customers with thoughtful gestures 🔷 Excellence: Striving for exceptional service in every interaction Have you recently encountered exceptional customer service? Share your experience in the comments. Why don’t we celebrate those who go above and beyond to create memorable customer experience!! #CustomerService #CustomerExperience #Leadership #LinkedinCommunity #BusinessExcellence

This quote encapsulates a fundamental truth in business: the quality of internal relationships often reflects in external interactions. Fostering a positive work environment doesn't just boost morale; it translates directly to customer satisfaction and loyalty. This principle ensures that services elevate both employee and customer experiences. #Leadership #CustomerService #EmployeeEngagement