Traverse City, MI — 45 North Aviation has purchased Evans Avionics, which will enhance their current list of services that includes aircraft management, maintenance, and charter services. Avionics refers to a number of electronic flight instruments used on aircraft, including communications, display, weather systems, and navigation. Using new specialized equipment to create custom glass panels, 45 North can now perform these vital services in-house, which equates to the utmost convenience for 45 North’s customers.
45 North Aviation has purchased Evans Avionics, which will enhance their current list of services that includes aircraft management, maintenance, and charter services. Avionics refers to a number of electronic flight instruments used on aircraft, including communications, display, weather systems, and navigation. Using new specialized equipment to create custom glass panels, 45 North can now perform these vital services in-house, which equates to the utmost convenience for 45 North’s customers.
For over 30 years, Evans Avionics has been offering the finest in installation, customer service, and lifetime warranties on installations to keep aircraft in prime working condition. 45 North is proud to offer avionics products from quality manufacturers like Garmin and others. Any aircraft will enjoy modern functionality and aesthetics as a result of custom kit panel design, wiring, and fabrication. Full-service troubleshooting and repair of electrical and autopilot systems also allow for a wide array of aircraft to be serviced on location.
45 North is excited to add avionics to their extensive list of services. The comprehensive benefits 45 North offers to clients includes aircraft management, charter, full service maintenance, inspections, repairs — and now avionics, all in a convenient central location.
Karoline Griffard | Flight Path Creative
117 S Union St., Ste. B
Traverse City, MI 49684
231.946.7255
karoline@flightpathcreative.com
Who Leads Your Customer’s Experience?
For
Michigan Business Network Blog
Bonnie J. Knutson, PhD
Michigan State University
Word Count = 668
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Who in your business should be responsible for your customer’s experience? When I ask managers and owners this question, the standard response is, “We all are.” That is true. Everyone in the company has a vital role to play in delivering a top-notch experience to each person who walks in the door, calls on the phone, or visits your website. But who is the experience cheerleader? Who is the chief architect for the totality of that experience? Just as how the definition of experience varies, so does the person responsible for leading the guest strategy.
A report from Prophet (www.Prophet.com) highlights the fact that this responsibility differs from business to business. The most common choice, however, is the Chief Marketing Officer because the “experience is increasingly the primary way in which a brand is made real…across the entire journey.” The report further points out that delivering on a brand’s promise is really about alignment. The vision may come from the top, but it has to be delivered by everyone in the organization across all segments and throughout every layer. So your experience cheerleader has to [1] make sure that he/she has a clear vision of both the brand and the customer’s value proposition, [2] be able to identify all the important touch points that people have throughout their customer journey, [3] have the skills to influence others within the company – either formally or informally – so that everyone and everything is aligned to deliver the brand promise, and [4] be responsible for collecting and analyzing all customer experience metrics and then connecting them to your overall brand strategy.
Forrester’s Customer Experience Index found that 73% of businesses say that improving the customer experience is a priority, yet only 1% are actually giving that excellent experience. Talk about a disconnect! If this were your company, where would you start improving? The answer is simply to begin by measuring key customer experience metrics. For as the old saying goes, you can’t manage what you can’t measure. It is here, where managing the consumer experience can get tricky. There are so much data available, what metrics will give you the biggest bang for your buck? While the answer to this question will surely vary depending on the size and complexity of each business, there are several basic measures that will give you a good overview of your customer’s experience level. The first is your Ambassador Score. – how many of your customers will recommend your brand to friend or family vs. how many wouldn’t. Second is an Effort Score which measures how easy or difficult it is for the consumer to connect with your business. This score is gaining in importance because convenience is growing as a major factor in purchase behavior. Third is the infamous CSAT (Customer Satisfaction) Score, which measure satisfaction with individual experiences. But this score is only a snapshot in time. It assesses one encounter by one person at one time. What you are most interested in, however, is the overall Guest Satisfaction Score, because that is a cumulative measure that evolves over many experiences with your company. While there are a host of metrics that you can have, these four will start you well on your way down Peter Drucker’s path of managing what you can measure.
President Harry Truman had a sign on his desk that read ”The buck stops here.” It is the same with your business. The buck for monitoring and managing the customer’s experience has to stop on someone’s desk. While it is true that ensuring that each customer has a great experience is everyone’s business, it still takes a cheerleader to make sure every employee in every level is trained and empowered to make sure each touchpoint is customer-centric.
It is no surprise that businesses that invest in consistently delivering a great experience enjoy greater loyalty, higher revenues, better brand equity/value, more growth, and lower employee turnover. And measuring is the first step to achieving this goal.
Your bottom line will thank you!
