Monday, 24 October, 2011 11:30 PM
boss named ‘Customer Champion’ by 1to1 Media
Roger Curtis lauded for his relationship with fans
credit: Michigan International Speedway
photo of MIS President Roger Curtis is attached to this
e-mail for media use.
– Roger Curtis, the president of Michigan International
Speedway, has joined elite company, being recognized by 1to1®
Media as a Customer Champion because of his positive and strong
relationships he has built with race fans.
The 1to1 Customer Champions program recognizes executives who treat
customers in a way that builds loyalty and engagement while driving
bottom-line results for their organizations. In its eighth year,
the program annually honors 15 executives who use innovative approaches
to instill customer-centric strategies throughout their organizations.
“The selection panel looks for customer-centric leaders who
understand engaged customers make a positive bottom-line impact
— executives who are innovative, determined and creative leaders
who treat customers and employees as the valuable resources they
are,” Ginger Conlon, editorial director for 1to1 Media, said.
The judges selected Curtis because he immerses himself in the guest
experience and has launched an extensive customer listening program.
“At MIS, all of the team here loves to gather insight on our
guests to help us determine improvements that the fans will appreciate
most, as well as help to create lasting memories that will keep
fans loyal,” Curtis said. “It’s part of a culture
that we have built here because we are race fans, too. So I share
this recognition, not only with my team, but with all our guests
because they are always so willing to give us feedback to help us
improve our facility.”
The speedway has a number of feedback mechanisms in place so fans
always have a voice at MIS. Besides all the social media avenues
where fans can leave direct feedback with the racetrack, Curtis
himself participates in regular live webchats with guests and has
created a Fan Advisory Board who make direct recommendations on
a routine basis. Curtis also personally answers all e-mails and
phone calls from fans. He receives thousands of e-mails at askthepresident@MISpeedway.com
During the NASCAR race weekends at MIS, Curtis rides trams with
fans, sits in grandstand seats and stays in the campgrounds.
But some of the best insight, however, is a result of two annual
and extensive Guest Experience Management (GEM) surveys with fans
that rate everything from pricing to seat comfort and traffic to
race excitement. The feedback received from the surveys helps determine
capital improvements at the speedway and the business direction
of the racetracks for years to come.
Curtis, some of the other honorees include:
· Rich Brecht, Director of Customer Experience, J&P
· Susan DeLaney, Vice President, Customer Experience,
· Tom Feeney, President and CEO, Safelite AutoGlass
· Chuck Sliker, Senior Vice President of Operations Service,
· Jeffrey J. Smith, Vice President Operations and Loyalty
Services, Omni Hotels & Resorts
· Tim Teran, Senior Vice President, Consumer Insights
and Strategy, Macy’s Inc.
· Jay Topper, Senior Vice President, Customer Success,
Martha Rogers, Ph.D., founder of Peppers & Rogers Group, the
publisher for 1to1® Media, said the 1to1 Champions advocate
building long-term customer relationships to drive value to the
business. “These1to1 Customer Champions demonstrate that customer-centric
leadership really pays off – both in the short term and over
time,” Rogers said.
“1to1 Media is committed to celebrating customer strategy
best practices,” added Ginger Conlon, Editorial Director of
1to1 Media. “1to1 Customer Champions demonstrate how much
can be achieved by having a vision of customer success and seeing
Curtis and the other honorees join the nearly 100-member 1to1 Customer
Champions community, an exclusive group of like-minded executives
who have been featured as 1to1 Customer Champions over the past
seven years. The members participate in webinars, roundtables and
networking events throughout the year to share their winning ideas
and educate others about their success.
Stories profiling the 1to1 Customer Champions are featured across
1to1 Media publications, including The October 24th issue of 1to1
Magazine’s Weekly Digest and on www.1to1media.com/links/champions.
About 1to1 Media
1to1 Media is dedicated
to helping organizations realize the greatest value from their customer
base. We provide resources that deliver relevant information on
the latest thought leadership regarding customer strategy and marketplace
trends. Our print, electronic and custom publications explore the
best practices and trends from companies using customer initiatives
to drive results. 1to1 Media is a division of Peppers & Rogers
About Peppers & Rogers Group
Peppers & Rogers
Group is a leading management consulting firm, dedicated to helping
its clients improve business performance by acquiring, retaining
and growing profitable customers. We solve business problems of
our clients by delivering a superior 1to1 Strategy and removing
the operational and organizational barriers that stand in the way
of profitable customer relationships. www.peppersandrogersgroup.com.
Source: 1to1 Media / Peppers
& Rogers Group