Clark W. Griswold is not your ordinary, everyday fool – he’s an exceptional fool and one who loves travel. Whether it’s California’s Walley World, Europe, or Las Vegas, Clark has experienced a lot as a customer while traveling with his family. In this scene from 1983’s National Lampoon’s Vacation, Clark is experiencing was could have been a “relationship restoration” moment that could have cemented his loyalty for life.
Rick Denton can tell you about successes in a moment like this as well as disasters. Spoiler alert – it’s a disaster for Clark. Rick, probably just like the traveling Clark Griswold, believes the best meals are served outside and require a passport.
We discuss:
• How a Total Voice of the Customer approach leads to growth
• His 3 Pillars of Total Voice of the Customer (VoC)
• How VoC impacts both Internal and External Processes
• How to gain insights from employees
• How process fits into delivering your brand promise
• How stories about your customers can change your employee perceptions
• How he experienced the Japanese culture of omotenashi
• How Relationship Restoration can drive customer loyalty
Connect with Rick on LinkedIn
What if drug companies made commercials for… airlines
Music courtesy of Big Red Horse
