If it isn't World Class, why do it?
There are many parts to understanding how to stage that extraordinary experience, and most of them start with "P". Here are just four of them:
Performance: Creating an experience, an extraordinary experience, is Theatre and a successful business must create a powerful story that is enacted as a 5 sense stimulating, 3 dimensional experience. What is your show like? Does it do all it can to be memorable?
People: Your people are your actors. They make things happen and determine your success. Do they understand what you're about? Can they tell your storey? Have they learned the script?
Promise: What can a customer expect? What do your actors depict? What does your physical environment or service process provide? What does your marketing promise? Why should the customer choose you rather than one of your competitors? Whatever it is, they all need to be in alignment.
Performance Reviews: How do you evaluate your performance? That of your actors? How does your guest tell you what they feel about you? Is it the most cost effective it can be?
Memories of great value last
Your
customers define value by the quality of the
experience and the memory it creates. Memories of great value last and are shared with others.
A lot of manager's still don't get the importance of the customer experience. They focus on the product, or getting the mechanics of service delivery right.
But the customer experience is not so much what you do as the way you do it.
‘When you can do the common things of life in an uncommon way you will command the attention of the world’ - George Washington Carver