How does the McCormick Place treat their
employees and in which way do they handle customer relationship management?
Today the master course
of the Summer School at Kendall College took their first excursion to the
McCormick Congress Center, which is the premier convention facility in North
America, located a few minutes from downtown Chicago. Jessica and Kenneth, who
are working for the congress center, welcomed us. Jessica is responsible for
the operational issues and services whereas Kenneth is responsible for the corporate
and strategic issues.
For the McCormick Place the customers and the employees are really important, but how do they treat both stakeholders?
The customer is the king
and this is the main phrase all employees at the congress center follow. They
try to figure out, what the customer wants and how they can realize these
needs. To guarantee this, there is a detailed communication between the
customers and the employees to fulfill their needs. The involved employees have
a pre-meeting right before the show starts, where they talk about the status
and the tasks that must be done before the show begins.
This meeting is attending by 50 people (e.g. IT, catering, fire safety etc.). But also with a good communication projects will never runs without any problems and claims.
If a problem shows up,
it will be solved very quickly and will be affiliated in a database, so this
particular problem will not happen in the future again. Complains are solved
very quickly and either it is on the user or on the network side, it is treated
really professional. This is the core of the customer relationship treatment at
the congress center.
Also the employees are
treated really fair and communication is really imported in the company. The
managers make sure, that any issue is solved fair and immediately. They are
open for any problems and any issues.
This excursion to the McCormick Place gave me an overview about how important the two stakeholders (customers and employees) are for a company. For my future business it changed my view about both stakeholders and that it is tremendously important to meet the customer needs and to have a great customer relationship management. Additionally the way how to lead the employees has a huge impact on the business as well as on the customers.
All in all to run a successful business the treatment of the two stakeholders is a key factor for success and can guarantee a successful future for.
All in all to run a successful business the treatment of the two stakeholders is a key factor for success and can guarantee a successful future for.
by Virginia Reinhardt
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Hi Virginia, thank you for sharing your post. Really interesting, that you kept the focus on comunication and you're right. I think communication in our business is the way to success, good communication is the way to happiness and great communication ist the path to a longterm successfull company. For my feeling, could be more photos where we can see you, too :)
ReplyDeleteAll the best,
Marv
Thank you Virgina, you gave me a great overview about customer relationship and how employees work at McCormick Place. Furthermore, I like the structure of your Blog Post and how you describe that communication is the key to success just as a satisfied customer. Moreover, I agree to Marvins comment, more photos would be nice!
ReplyDeleteYou might also be interested in reading the following article as it refers especially to customer relationship management: http://www.entrepreneur.com/article/245558 :)
Valerie