Monday, July 25, 2011
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About Me
- RichJayLong
- Chicago, IL, United States
- Integrated Marketing Leader who puts the customer at the center of strategic planning, decision-making, execution and relationship management. Gather and translate consumer and industry research into actionable insights and priorities to drive engagement with segmented customers to appeal to their hearts, minds and wallets. This includes a successful track record working with leading brands to map the current customer experience, determine key drivers of satisfaction and design the optimal customer journey. Unique customer and business perspective gained from progressive roles in fast-paced corporate, agency and consulting environments. Demonstrated ability to lead and manage cross-functional teams of internal stakeholders and external partners. Specialties: integrated marketing communications (IMC), customer relationship management (CRM), customer lifecycle management (CLM), customer experience management (CEM), direct/database marketing, customer research and customer advocacy. View my LinkedIn profile at www.linkedin.com/in/richjaylong/
Wegman's is by far the best grocery retailer I have ever experienced. Growing up in Rochester, NY, its home base, I thought all supermarkets were like that until I moved away and "experienced" what others offered around the country. My first job was also at Wegmans, starting out pushing carts to cashier to ending up working at the customer service desk of our neighborhood store over a 5-6 year period. I lived that excellent customer experience, both from a customer as well as a "deliver" perspective. I recall one situation, when working the customer service desk, when an elderly lady came in wanting to return some bad deli meat. The package had the label from one of our local grocery store competitors. Didn't matter. I knew that she wasn't trying to cheat us; she was just making an innocent mistake. I pointed out that this was not from Wegmans, however, I was happy to refund her money back to save her the time and effort to do so herself. That was over 20 years ago. It's employee empowerment and a superior customer experience DNA that makes Wegmans so special. BTW, Wegmans, please come to Chicago!
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