Good Job SportClips
Sep 25th, 2008 by Paul Miser
I recently received a haircut, a mighty fine one at that, at my local franchised SportClips. I don’t know if you’ve ever been to one of these places, but guys, it is like a sports locker room that plays ESPN on every TV, even the one at your haircut station. It’s amazing. I even enjoy waiting at this place. It’s a great place to unwind and catch up on my sports news after a long day.
Anyway, the atmosphere and haircut isn’t what prompted me to write a blog post. As you know, I am a huge advocate of customer engagement throughout an entire organization. After I was greeted at the door, waited for my turn (while watching SportsCenter), and taken back to my stylist’s chair, I was pleasantly surprised that the stylist, whom I’ve never had before, knew exactly how to cut my hair, even the sideburns. But how is this possible? A person, whom I’ve never met, knows exactly how to cut my hair without me saying a word?
The answer; Customer Relationship Management. The thing about SportClips is that they actually use a customer relationship management system to start, build, and continue a conversation for continuous customer engagement. The key word here is “use.” Many companies claim to have a CRM, but very few actually utilize the power of this ever-needed piece of customer data software.
I felt as though SportClips knew and understood me as an individual through that one simple moment of familiarity. Even with all the atmosphere and sports playing every where you look; it’s that simple personalized engagement that will keep me coming back again and again. Good job SportClips. How could your company engage your customers as individuals?
