It's the Experience, My Friend!
Ask yourself, what are your biggest problems - employee or Client issues? Why do you have these problems?
Regardless of what they are, I’m willing to bet your problems are occurring because the experience your employees have working for you or the experience your Clients have buying and receiving services from you is not meeting or exceeding their expectations.
Bill Clinton's famous 1992 campaign line was, "It's the economy, stupid!"
Now, I do not think you are stupid. But I have a similar response to your complaint about employees or Clients, and that is: "It's the experience, my friend!"
Examples of Great Client Experiences
Let's look at the key attributes of some winning companies who consistently meet or exceed their customers expectations for quality, ease-of-use, friendliness, and value.
Chipotle Mexican Grill
Counter to other fast food leaders, Chipotle developed a "food with integrity" mantra that has developed an insanely loyal clientele.
Hampton Inn
This is the hotel brand I typically stay at because they do not nickel-and-dime me, but guarantee me a great experience every time.
In-N-Out Burger
Freshly made burger food served with smiles in a consistently clean environment at low prices has created almost cult-like loyalty.
Jamba Juice
You cannot get a fresher, healthier, better tasting fruit smoothie than by picking a Jamba - my favorite road snack.
The Ritz-Carlton Hotel Company
Where ladies and gentlemen are serving ladies and gentlemen, and employees can spend up to $2,000 to solve any guest problem. There’s a reason we now use the term “ritzy” to describe a luxurious experience.
Starbucks
The Starbucks experience is so consistent no matter what city you're in that it has integrated itself into millions of customers' routines.
Create An Incredible Experience for Clients and Employees
So, if you want to compete for the best employees or the most profitable customers, focus on each aspect of the experience and start improving one piece at a time continuously.
THE STARTING POINT: Your employees.
If your employees are not fully engaged then it is impossible to provide the best experience to your customers.
How do you get there? Embrace a company culture that practices 3Strands Leadership. Practice Systematic Power, Meaningful Work, and Sincere Gratitude.
Meeting Ideas
Here’s a few ways you can discuss your client experience with your team.
Discuss the companies I listed above or consider additional companies that your employees feel are The Leaders in providing an excellent client experience.
Get everyone involved and discuss how you can be the best you can be.
If you just chose one part of your employee experience and one part of your Client experience to improve monthly, then you will be much more competitive a year from now.
