Sadly Saying Goodbye to Pete Winemiller

petewinemillerI just heard that Pete Winemiller passed away, and it hit me hard. I knew that he had been battling cancer, but I thought that he was winning the fight. How could he not? Pete was one of the most positive people that I’ve ever met. The world lost a wonderful man… and a true customer experience trailblazer.

Pete was the Senior Vice President, Guest Relations for the NBA’s OKC Thunder. His work on customer experience focused on the people who were interacting with fans. Not just employees of the Thunder, but all of the people from all of the partners who played some role in the fan experience, including concessions, parking, ticketing, maintenance, and even the police force.

I actually was privileged to give Pete and his team two different CX awards. In 2012, the Thunder earned Temkin Group’s CX Excellence Award. When Pete heard that they had won, he immediately asked if we could provide multiple versions of the award to give to his partners. He brought his partners out during the half-time of a game to share the award with them.

In 2014, the Thunder won a CXPA.org CX Innovation Award. Pete flew in to accept the award and I gave it to him on stage. He was a big man who had a huge, warm handshake. As with all of his accolades, he wanted to share the award with all of the Thunder partners. In November of 2014, I went to OKC with my daughter to participate in the halftime ceremony (I’m on the left and Pete is next to me).

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I really enjoyed that visit (you can read about it here). It was great to see Pete operate. He seemed to know the names of all the people who were working at the game. As he walked around the stadium, he was both a cheerleader and a stickler for quality. In his wake, he left a highly engaged workforce, most of whom were only part-time employees.

Pete was a great example of a purposeful leader. He operated with a clear, well articulated set of values. As a result, all of the employees who affected the fan experience delivered on the OKC Thunder’s five service principles (acronym CLICK!):

  • Communicate courteously
  • Listen to learn
  • Initiate immediately
  • Create connections
  • Know your stuff

We regularly interviewed Pete as part of our research, so you will see snippets of the OKC Thunder’s efforts in may of our reports. One of the most detailed overviews of Pete’s work can be seen in our 2013 report, Lesson in CX Excellence (download for free using the code “ThanksPeteW“).

The world lost a true CX trailblazer and a great human being. I’ll miss him.

R.I.P. Pete.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

3 thoughts on “Sadly Saying Goodbye to Pete Winemiller”

  1. Bruce, thank you for sharing this piece about Pete Winemiller. Pete was a high school friend, fraternity brother at Washington State University, Best Man in my wedding, and most importantly, an amazing friend and mentor to so many people. I’m looking froward to his Celebration of Life in Seattle, WA next week.

  2. Agree, Pete was a gentleman amongst men. I loved Pete as a dear friend as much as a colleague and client. Simply, Pete was “good people” and I’ll miss him for a long, long time.

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