Delivering a Green Experience


Share on LinkedIn

Kermit the Frog (a.k.a., Jim Henson) sang an insightful song in The Muppet Movie—”It’s Not Easy Being Green.” It could just as easily been about remarkable service. Some of the lyrics (written by Joe Raposo) go, “But green can be cool and friendly-like; and green can be big like an ocean, or important like a mountain, or tall like a tree.”

Green is not just about ecofriendly. It is also about delivering a remarkable (a.k.a., green) service experience. And, it is not easy in an era of rising customer expectations. Are your front-line servers friendlier than the cast members at a Disney theme park? That’s being green? Is your website more user-friendly than That’s being green? Do your customers believe the value of your service is a better bargain than a ticket on Southwest Airlines? Green, again. Creating experiences that get people talking (remark-able) can cause your customers to see you as “cool and friendly-like…and, important like a mountain.”

Green is about creating experiences for customers that help them grow…their business, their relationships and their personal enrichment. Green is the color of money, not the greedy type but the kind that invests, enhances, and creates something significant. Leaders who think green, think progress; leading service painted the color green is the variety that is continually improving as customer requirements and expectations change.

Green is the label for “full steam ahead.” It means go! And to your customers, it symbolizes a service provider who cares enough to give their very best. Kermit closes the song with, “I am green and it’ll do fine, it’s beautiful, and I think it’s what I want to be.” Right on, Kermit! What are you doing to create green service!

Dr. Johnny D. Magwood
Northeast Utilities Service Company
V.P. Customer Experience & Chief Customer Officer; Northeast Utilities Service Company. J. D. Power Smart Grid Advisory Council; Chairman- Housing Authority Baltimore City; Next Generation Utilities Advisory Board; Utility Knowledge Customer Service Council; CS Advisory Council; Magistrate Judge Seletion Committee. Marketing Executive Council; Mechanical Engineer - The Johns Hopkins University; MBA - Loyola University of Maryland; DBA - University of Phoenix; Doctoral dissertation; Mergers and Acquisition: The Role of Corporate Executives' Relationships with Stakeholders


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here