[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993357684{margin-top: 100px !important;padding-right: 20px !important;padding-left: 20px !important;}”][vc_column][vc_column_text]<\/p>\n
BLOG<\/p>\n
[\/vc_column_text][vc_single_image image=”3225″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1654202264178{padding-top: 10% !important;padding-bottom: 2% !important;}”][vc_column_text css=”.vc_custom_1652817337616{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n
[\/vc_column_text][vc_column_text]I\u2019m a dad and husband. I\u2019m also a down-home Southerner through and through. I believe every truly great experience starts with a genuine relationship: whether it’s your family and friends, the cashier at the convenience store, or interacting with your favorite airline brand, all those experiences reflect our relationships with the people in those moments. I\u2019m here to connect and build strong\u202frelationships with great brands so we can strive for excellence together.\u202f<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817347338{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]See, there was this girl… and while we were dating, she would go to the only tanning salon in this tiny town. I would sit in that tanning salon, waiting on her of course, and listen to other customers have\u202fsome pretty heated conversations about\u202fthe level of service they were receiving. I would hear everything from \u201cThe bed wasn\u2019t clean\u201d, to \u201cI\u2019m not getting tanned because your bulbs are old.\u201d What really bothered me was the employees were catching so much flak, but they were powerless to do anything about it. No one was happy \u2013 customers nor employees.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n To me, it seemed so obvious what needed to be fixed. I found out who the owner was and approached him about buying the salon. I\u2019d already had initial conversations with the bank\u202fand everything. I\u2019ll never forget him laughing out loud at me and saying, \u201cWhy the hell would I ever sell? I have no competition and it just rakes in money.\u201d<\/span>\u00a0<\/span><\/p>\n The next week, I stood outside of his salon and asked customers if they would go to another tanning salon if they had the option. Ninety-nine of 101 said yes, enthusiastically.\u202f Long story short, 6 months later, I opened a salon three doors down from that salon, had about 1,400 repeat customers within 3 months, and 13 months later, the older salon closed its doors.\u00a0<\/span>\u00a0<\/span><\/p>\n I opened 2 more in other small towns with similar opportunities. There were a ton of life lessons and business lessons learned in the 7 years I owned my small tanning salon chain. By far, the most important thing I learned was if you build an experience your customers will love, they will take care of you. Insert your favorite field of dreams quote here. <\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817362971{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]I would have to say NPS. The likelihood of being recommended to friends and family<\/span>,<\/span> as<\/span> a<\/span> former business owner and multi-unit retailer leader<\/span>,<\/span> is something I<\/span> take pride <\/span>in<\/span>. <\/span>However, it\u2019s<\/span> really not<\/span> about <\/span>the score or the benchmarks <\/span>\u2013<\/span> it\u2019s deeper than that. <\/span>It\u2019s the \u201cwhy<\/span>,<\/span>\u201d <\/span>the <\/span>\u201c<\/span>how<\/span>,\u201d<\/span> and <\/span>the \u201c<\/span>what<\/span>\u201d <\/span>behind<\/span> the score.\u202f<\/span>I <\/span>used<\/span> to explain it like this to my store managers<\/span>:<\/span> the score is just a thermometer<\/span>,<\/span> and sometimes<\/span>,<\/span> you can be sick without running a fever<\/span>.<\/span> Like <\/span>other illnesses, bad <\/span>habits <\/span>can<\/span> and<\/span> will be <\/span>passed<\/span> to your team members. \u202f<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817378263{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text]W<\/span>hat excited me the most about my first call with Simon and Zack was hearing there was an opportunity to do my absolute favorite part of my current role<\/span>,<\/span> but for many different brands. <\/span>T<\/span>ranslating<\/span> customer and employee insights <\/span>into something a mid-level manager or <\/span>front<\/span>line<\/span> employ<\/span>ee<\/span> can understand is one thing<\/span>. T<\/span>aking <\/span>insights <\/span>one step further and <\/span>actually helping<\/span> operator<\/span>s <\/span>take<\/span> action<\/span>,<\/span> then<\/span> w<\/span>atching those actions impact their customers<\/span>,<\/span> their own work lives<\/span>,<\/span> and of course their P&L is awesome. <\/span>Those are<\/span> the challenge<\/span>s<\/span> and problems I like to<\/span> dig into and<\/span> solve.\u00a0 I get to help companies find the corner pieces of the <\/span>1,000<\/span>–<\/span>piece<\/span> jigsaw puzzle<\/span> that is their customer\u2019s journey<\/span>,<\/span> help them see the<\/span> big<\/span> picture<\/span>,<\/span> and<\/span> guide them to<\/span>wards<\/span> which<\/span> pieces to lay<\/span> down <\/span>next.\u00a0<\/span><\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=”.vc_custom_1652817386702{margin-top: 50px !important;margin-bottom: 50px !important;}”]<\/p>\n [\/vc_column_text][vc_column_text css=”.vc_custom_1654202278027{padding-bottom: 8% !important;}”]One of my other big passions is farming and raising black angus cattle.\u00a0 I love getting my hands dirty and watching things grow. I think there\u2019s a peace in it that grounds me in this crazy, chaotic world. I hope my young sons learn to love it as well. I feel there\u2019s a different type of work ethic and resolve of character that is fostered, nurtured, and matured with #farmlife. It helps you not just see but <\/span>feel <\/span><\/i>what is truly important in life.<\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":" [vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993357684{margin-top: 100px !important;padding-right: 20px !important;padding-left: 20px !important;}”][vc_column][vc_column_text] BLOG Meet William Folsom, Head of Client Success\u202f\u00a0 [\/vc_column_text][vc_single_image image=”3225″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1654202264178{padding-top: 10% !important;padding-bottom: 2% !important;}”][vc_column_text css=”.vc_custom_1652817337616{margin-top: 50px !important;margin-bottom: 50px !important;}”] Tell us about yourself… [\/vc_column_text][vc_column_text]I\u2019m a…<\/p>\n","protected":false},"author":14,"featured_media":3285,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[18],"tags":[],"class_list":["post-3149","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3149","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/comments?post=3149"}],"version-history":[{"count":8,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3149\/revisions"}],"predecessor-version":[{"id":4543,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/posts\/3149\/revisions\/4543"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/media\/3285"}],"wp:attachment":[{"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/media?parent=3149"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/categories?post=3149"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.chatterresearch.com\/wp-json\/wp\/v2\/tags?post=3149"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}How did you get your start in Customer Experience?<\/span><\/h3>\n
What is your favorite customer experience benchmark?<\/span><\/h3>\n
What excites you about joining\u00a0Chatter?<\/span><\/h3>\n
Other than creating incredible experiences, what other passions do you have?<\/span><\/h3>\n