Saturday, October 3, 2009 @ 7:47 pm by Josh Burcham

Great customer service is found in experiences that exceed our expectations. Which is probably a double edge sword for those business, since they need to continuously up themselves (but that is for another post). But none the less we can learn from the experiences we encounter as consumers.

When I fly I usually fly with Southwest, why? Because they’re cheaper than the others and usually have direct flights. The cheaper airlines normally have a sub-par service, but this last trip with Southwest proved otherwise. My return flight was scheduled for 8:00pm and the flight was delayed till 10:00. Thankfully, I was totally cool with some extra time in Colorado. Now the moments of exceed expectations: first, I received a phone call and email from Southwest letting me know that my flight had been delayed, hours before my flight left. Now this isn’t a service I signed up for, it was just normal business for Southwest. Second, free drinks on the flight to make up for the delayed flight. Didn’t partake, but it was a nice (simple) gesture.

Recently, I upgraded my phone to the 3GS. After purchasing the phone I received the below email telling my all about the phone. It was an experience for Apple to recognize my purchase and set me up for success with my new phone. I might be a little bias in this example, but a good example none the less.

(View PDF of Email)

Normally, those experiences are simply ones. Something that didn’t take a lot of work or money. How can you create those types of experiences with your guests in your churches? Probably starts with sitting down in a little creative session.

Wednesday, August 12, 2009 @ 5:34 pm by Josh Burcham

This was interesting enough for me to post here on the blog. Check it out. Netflix has a clear direction on the type of culture they want to create and nuture. I’m tracking right with them. Read through the below keynote.

As a leader we must be always learning, even if, it seems outside of our style of leadership. Insight is insight. (more…)

Friday, August 7, 2009 @ 9:46 am by Josh Burcham

Harvard Business Blog is a must for leadership in ministry and the business world. I haven’t learned more, than from this blog. Not a single post I’ve just skipped over. But here is a stolen quote from a recent post:

Take a deep breath, and repeat after me: “My [business model, product, business unit, brand, offering] has a finite life. I’m going to make that life as happy and productive as possible, but I also have to think about what’s next.” – Scott Anthony (more…)