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Turning Customer and Employee Feedback into a Strategy for Success

How to Create a Winning Customer Experience with Mike Milliron Turning Customer and Employee Feedback into a Strategy for Success Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   1. How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? 2. What role does employee engagement play in enhancing the customer experience? 3. How can schools empower students to achieve their future goals, both academically and in sports? 4. How can schools create a system that effectively responds to feedback from students and parents? 5. What is reputation marketing? Top Takeaways:   • Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others. • While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience. • IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score. • Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers. • When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers. • Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued. • IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester. This helps personalize and continuously improve every student’s journey. • Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future." • Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in! Quotes:  "You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action." "Make sure there are opportunities for employees' voices to be heard. Then act on that feedback." "Culture change is real and it's powerful. If you rally the right people and put the right systems and structures together, you can have transformational change in a short period of time and have people excited about doing it." About:   Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Chapters: [00:00] Introduction: The Winning Customer Experience Strategy with Mike Milliron [00:03] IMG Academy's Customer Experience Focus [00:17] Measuring CX Effectiveness: The Role of NPS [00:23] Employee Engagement: The Key to Better Customer Experiences [00:30] Empowering Students: Beyond Academics and Athletics [00:36] The Power of Feedback: Creating a Listening System [00:42] Reputation Marketing: The Magic of Repeat Customers [00:58] Creating a "Cool to Care" Culture [01:05] Leadership Engagement: Understanding Challenges [01:12] Continuous Improvement: Valuing Opinions [01:18] Putting Students First: IMG's Unrivaled Experience [01:26] Holistic Development: Winning Their Future [01:32] Creating a 15 out of 10 Experience [01:40] Marrying Employee and Customer Experience: Actionable Insights [01:47] The Power of Culture Change