What is Customer Delighting? Three Ways To Go Above and Beyond for your Community
From new shop products we create to weekly newsletter content to each social post we write, we ask ourselves this question: is this going to be encouraging and practical for our community? If the answer is no, we quickly (and happily) move on to something else!
Why? The heartbeat behind everything we do at Cultivate What Matters is simple—it's driven by a deep-rooted desire in our team to help you think big picture and live a purposeful life, cultivating what matters right where you are.
It's why Ashlea will stop everything she's working on when the office phone rings to help a customer.
It's why Casey creates fun and engaging graphics for social media.
It's why Emily spends hours planning our photo shoots, ensuring that all ages and backgrounds of our customers are represented in the images.
It's why Jess writes blog content to help you make little by little progress on your goals.
It's why Jordan responds to every single comment on social media.
It's why Kaylee keeps a close eye on the backend of our shop, making sure everything runs smoothly.
It's why Kristin will spend as much time on the phone with women helping them decide if MTH Conference is a good fit for them.
It's why Lara intentionally asks questions in her Instagram posts (and reads each of your answers!).
It's why Marissa seeks our partnerships with companies whose missions align with ours.
It's why our new Marketing Director looks at projections so we can order the right amount of PowerSheets to end up in your hands.
I'm excited to take you behind the scenes in the Cultivate office to share three ways our team seeks to serve the Cultivate community each day:
Listen to your community. In our weekly team meetings, we have a dedicated time in our agenda to talk about Customer Headlines. Each team member shares what we are hearing from our community in their respective areas. It could be from a comment on a recent Instagram post, a post in the PowerSheets Facebook group, an email sent directly to a team member, or a piece of feedback from our recent survey results.. Not only does it give us great ideas for future content and products, but more importantly, it allows our team to shift our message and marketing to better serve you when needed. If someone has asked us when 2019 PowerSheets are releasing after we've announced it, it means we need to update our messaging in certain areas to make sure we're answering questions before they are being asked!
Believe in the Power of One. Our core values are what make our hearts goes pitter-patter each and every day, and they are the guiding force in our organization. One of our core values is the Power of One, and we believe that our reply to a single person's email is just as important and impactful as a newsletter that goes out to our entire newsletter family. This core value is infused into our day-to-day. For example, we reply to each social comment and Instagram direct message we receive. Does it take time out of our workdays? Yes. Is it the best use of our time? Some would argue no, but we want to thank and celebrate each women in our community who chooses to share her words with us!
Celebrate your people. When it comes to setting goals, we believe every step forward is worthy of celebrating! Our team loves sending small happy happy's to customers, celebrating every starting step on our Cultivate Goal Getters Board, hiding goody boxes around the country on Cultivators Appreciation Day, and sending you an exclusive discount code to use on your birthday. We're also pretty sure our most-used emoji would be the confetti! 🎉
We don't share these things to brag or tell you we do it perfectly (we have so much to learn!). We share them to remind you that it takes margin and intentional forethought to celebrate others well. If your schedule is packed to the brim day in and day out, it's going to be hard for you to remember your grandmother's birthday. As a team we've had to build time and, more importantly, rhythms and routines into our days so we are intentionally focusing on delighting our community.
Guess what! You don't have to be a business owner or team member to delight others! Start thinking outside the box, and we're positive the wheels will start spinning with great ideas. We have a Team Information and Operations project where we keep each team members' address, favorite snacks, working anniversary, favorite color, go-to meal orders, and more so it's easy to delight one another. Create a note on your phone for your friends and loved ones, and add to it as you learn more about them.
Does hearing about customer delighting fire you up as much as it does our team? We'd love to have you on our team as we prepare for our 2019 PowerSheets Collection launch on October 24th!
We are hiring a seasonal Customer Delight Associate! All the details and application are available at the link. Please note: this is a part-time, seasonal position based in Chapel Hill, NC. We are not considering remote candidates at this time.
Read through the individual job description thoroughly for specific qualifications and job responsibilities you'll have. Attention to detail is part of the application :) Applications for our seasonal Customer Delight Associate are due on August 3rd.
Know someone who might be a good fit? We'd love for you to share this post with them!