EXPERIENCE CONSULTING
Simply, it is the memory taken away from an encounter. In business, it could be a phone call or an office visit. It could even be created by passing a company truck on the road. You measure the experience by hearing what your customers or attendees are saying about you. Even more important, what are they telling their families and friends. When I was a kid, an experience would be shared across the fence from a neighbor or in a church group. If it were extreme, it might cause a letter to the editor of the local paper. It most cases, it is talked about to roughly 25-30 people. It could be even worse, if it wasn’t talked about at all. We want the people we serve to talk about us, preferably saying good things. In the world of social media, that number now averages 250 “friends”. You think about those 250 friends sharing with another 250 and you can see the power. Companies hire people to do nothing but monitor and respond to Facebook, Twitter, Instagram and others.
Several years ago, I hosted a celebration dinner for those on my team who had reached the million dollar club. I made reservations at one of the finest restaurants in Minneapolis. I had confidence the experience would be good due to the reputation and price point. That night, all expectations were exceeded in an incredible way. It began when we arrived and the entire staff lined our walkway with smiles and warm welcomes. That set the tone for the rest of the night which was incredible. The experience that night was so powerful that I have told this story numerous times over the years and I am telling you now.
Years later, the power of this experience remains alive.
We bring to your company decades of leadership experience in hospitality, non profit, retail and B2B.