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Island of Misfit Toys

November 27, 2013

Last night I nestled in at the 8:00 hour with my 6 year old Granddaughter for “Rudolph the Red-Nosed Reindeer.” We went old-school, too, with the 4:3 TV image centered on the 16:9 widescreen. Yeah, that’s why those black bars of emptiness are on each side… During a commercial I asked the little blonde what she wanted for Christmas. She shrugged. “Do you already have everything you want,” I asked. She nodded. “Me too,” I said.

On Thanksgiving Eve, it would be redundant of me to recognize what Kronos does “For Good” in the community, but an annual link to the picture of our CEO in a chef’s hat is a no-brainer. This year, I want to reflect a bit on the specific area I work: The Island of Misfit Toys. I know (Work)Joyce probably just cringed reading that, since it’s her team I’m writing about, but stay with me. I tease (Work)Joyce. A lot.

Marketing at Kronos includes teams with obvious missions like Product Marketing and Industry Marketing. So what’s the mission of “Customer Experience and Services Marketing?” I’m so glad you asked. Here’s what we do, and it’s all focused on customers:

Misfit Toys

Create – My team (dominated by women, btw) creates awareness and hopefully customers for Kronos services. You know, like cloud. And we were doing “content marketing” before it was cool.

Confirm – Our “Voice of the Customer” team formally measures customer satisfaction and loyalty. Essentially, they follow up to see if we actually deliver on the wild promises my team makes.

Cultivate – It turns out we do a pretty good job delivering the experience our customers expect, so our reference team identifies, promotes, and manages our most “raving fans.”

See it all makes perfect sense. Oh, and we do a damn good job at it, too. I’m thankful to be part of the team.

“We may be different from the rest
Who decides the test
Of what is really best?

We’re a couple of misfits
We’re a couple of misfits
What’s the matter with misfits
That’s where we fit in!”

Happy Thanksgiving.

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