In order to create the experience and the system, you need to think about the steps that each customer goes through. Jan Carlzon described how he turned around struggling SAS airlines by creating what he called “moments of truth.” Every customer interaction is a moment of truth. The Experience Economy book says every time the customer sees an employee, that’s…
Niche Appeal
Here’s a striking statement from The Experience Economy book, “Too many workers behave no differently on stage than they do in their private lives.” One of my best friends, Jim Bardwell who worked with me as I grew my first company, understands “creating the experience” like few I’ve ever seen. In my early seminars, Jim often did presentations for me…
How to Make Your Clients Feel Special
Mary Kay Ash built an amazing company culture. She frequently said, “Imagine every human being you meet has an invisible sign around their neck that says make me feel special.” Zig Ziglar said, “You can have everything in life you want, if you just help enough other people get what they want.” What do your clients want? They want to…
The Mission—Providing Your Unique Service Experience
As discussed earlier, the first vital component of a system is the mission. Your client has a problem and you have a solution. The solution is delivered by providing a unique service experience they can’t get anywhere else. Have your employees memorize that mission. Every conversation, every meeting, and every coaching session is in context of your mission. You see,…
What You Need to Understand to Put this Together
To create and deliver the most phenomenal service experience ever, you’ll need to first understand the emotional state of your niche prospect. When your clients buy your product or service, what is their emotional state? Excitement? Fear? Uncertainty? Pride? For example, when I arrived on “Fantasy Island,” I was very excited because visiting the Great Barrier Reef was on my…