Jenene Crossan at the 2015 Innovation Forum
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Jenen Crossan shares her business story founding nzgirl.co.nz and flossie.com at the 2015 Innovation Forum
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Jenene Crossan at the 2015 Innovation Forum
- 1. Jenene Crossan; Inspired by Innovation YIA Innovation Forum August 2015
- 6. Try it for yourself: $30 credit on your first purchase (as well as a $15 sign up bonus!!) Code = YIAX30X
- 11. Find the pain Fix the pain Keep fixing the pain What is the pain, again?
Editor's Notes
- Level playing field
- If I go back a step. Why am I here today? Who am I? Basically, I’ve been around forever If you cast your mind back 16 years….pre Facebook, social media – that’s when I got started
- My first “baby” was nzgirl.co.nz – 16 years later I still own this. With nearly 150,000 members, it’s been a right of passage for many nzgirls.
- It’s now part of Bloggersclub.com, which we set up 12 months ago. Representing over 400 bloggers, this smart business is all about ambassadors for brands.
- My “day job” however is Flossie concierge. If I haven’t “flossied” you as yet, please let me. There is a code on the screen for you. And I’m not above bribery today – I’ve got 10 x $50 vouchers for questions at the end What can you use them on? Flossie Concierge helps customers request, book and pay for hair and beauty services Via their mobile phone, at New Zealand’s leading (and all tested) salons and spas. Super simple to use, no more ringing around, more more phone tag. Launched in September last year, we’re growing rapidly – 500 new customers a week. Just launched Auckland, Wellington, Queenstown, Arrowtown, Wanaka, and this week Tauaranga and ChCh. I’ve just come back from scoping out Australia.
- So…there’s a bit on! For me personally, it’s about striving to be innovative, boundary pushing. Plus I have this on my wrist. Expect more, want more. Not just more consumption, but more from yourself. How can I be better? This is a personal ethos that lives at the heart of being a socially driven employee.
- And I just don’t stop I have this on my desk as a reminder Keeps me focused
- It has to be an obsession to make this work Everybody has to buy into it – the board, the admin team, the developers One bad egg ruins the lot We have to keep reminding them that we are about being better.
- The hardest part for companies in this space is accepting that employees can be the face. I hear too often “but what if they leave?” But what if they don’t? What if you retain them longer because of it? What if even after they leave they’re still advocates? Customers don’t mind change, consistency is what they care about.
- Best advice I ever received was ‘figure out what the pain is you fix’ It’s now my catch cry Here’s the model, it’s pretty simple – don’t stop. Keep refreshing, asking, changing, adapting. For Flossie that meant we pivoted. When we launched 3 years ago and now today…as Flossie Concierge.
- At the heart for me is about usefulness. We live in a world where we have options Customers can choose to do whatever they like You have to genuinely WANT to be better, smarter, faster
- We have to be exceptional. We’re making something up as we go along, the only way to succeed in that is to believe it It’s a constant path of evolution I often liken it to point A to point Z via every letter in the alphabet
- This can be so hard for many companies Change is difficult, but not changing is fatal. The customers today have changed. Maybe they’ve only somewhat changed in your category so far…. They will ALL change Having an army or even just a small soccer team, like I have, of ambassadors will be your secret.