Each Father's’ Day weekend, I commit myself to an afternoon of couching and watching Professional Golf’s US Open. There is nothing like it in all of golf.
This year, the Wisconsin weather changed drastically on the final day of the US Open, yielding winds of 25+ MPH. Friends, this means the golf ball will vibrate and move without a golf club even touching it.
Mike Davis is the Executive Director & CEO of the United States Golf Association, known as “The USGA.” The USGA faced a serious CX issue as intense wind could prevent golfers’ tee shots from reaching their full potential while falling short or blowing off course into the tall grass. Sudden wind gusts could force golf balls right off the putting surfaces and into deep gullies surrounding the greens. Davis saw the brewing disaster. Professional Golfers are a vocal bunch and will speak loudly if playing conditions became unfair.
The USGA then demonstrated its focus on Extreme Customer Experience (XCX): Mike Davis didn’t delegate this emergency CX project. Before play began on Sunday, Davis walked the course himself, on the green, putting golf balls to determine the best hole locations for the prevailing winds. Davis shortened the overall length for several of the 18 holes, mitigating the wind’s impact. Davis was on the course, making adjustments right until play began, ensuring the Professional Golfers would have the best experience possible in the challenging wind conditions.
So, should your company’s CEO be out front leading CX?
Oh yeah!