LCI's Mission Statement: MOCHAMake our Customers Happy Always. Learn more about our company values.
LCI’s mission statement (core ideology, creed, philosophy, dogma, prime directive, and doctrine) is to Make Our Customers Happy Always – or MOCHA. Our goal is to create passionate, loyal customers who will go out of their way to convert others. MOCHA is creating customer experiences that naturally meet what our customers expect, while consistently delivering a small number of salient differences that set us apart and make them feel happy about themselves and consequently us. We can further define MOCHA by breaking down each word:
It doesn’t happen on its own. It requires persistent pro-activity. We are creating a customer experience. To do this consistently, we must have the right people, systems and training. We must follow it diligently – until we find a better way, and avoid getting caught up in the “thick of thing things”
We can’t be everything to everyone. We must focus on our CORE customers. We must be mindful of periphery customers. They may not represent the majority.
Customers are listeners, advertisers, community advocates (municipalities, service clubs, newsmakers) and our employees. We must clearly define each group (and subgroup) to ensure we deliver what the experience they expect (table stakes) – plus a little more (MOCHA Moments).
Customers are not looking for products or services; they are looking for positive emotional states. Our goal is to get them there. Not by having customers feel good about us, but having customers feel good about themselves. A byproduct is that they also will feel good about us.
We must have a clear set of “Best Practices” to deliver the customer experience, including table stakes and MOCHA Moments. We must do ongoing training and employee certification.
LCI Values and Culture
- Customer Obsessed: Making our customer happy always (MOCHA) is at the core of everything we do, by offering a superior, consistent customer experience.
- To Be the Best: We strive to be the best at what we do, through discipline, focus, creativity and a winning attitude.
- Continuous Improvement: We surprise and delight by never being satisfied with the status quo. We want to be better tomorrow that we are today.
- Make A Difference: We endeavor to experience the joy of giving, by enriching lives in our communities.
- The Golden Rule: We treat people the way we want to be treated – with honesty, integrity and fairness. When in doubt, the Golden Rule trumps all.
- The Have Fun: We choose to work in a fun environment. We celebrate the opportunity to work hard and play hard.