No one ever said that a guest experience transformation was easy. It’s a lot of work and requires a dedicated and relentless focus on making things better. If you’ve seen your progress slow, evaluate your efforts against the six items here.
Annette Franz, Church Guest Experience, Guest Experiences, church hospitality
If you don’t know by now, customer understanding is the cornerstone of customer-centricity.
Customer-centricity means putting the customer at the center; customer understanding is how you’ll achieve that.
If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your organization’s culture.
Annette Franz, Change, Church Guest Experiences, Guest Experiences, Trojan Mouse, change process
Trojan Mice – small, yet impactful, examples with tangible value – may just be the quickest way to successful adoption of the Guest Experience strategy and to transformation success.
Annette Franz, Customer Journey, Golden Rule, Outside-In, Platinum Rule
The Golden Rule perpetuates inside-out thinking, while the Platinum Rule inspires outside-in thinking.
Important ways to ensure that your organization is putting the Guest at the center of all it does.
Annette Franz, Church Guest Experienc, Guest Experience, Welcoming Guests
10 essentials to ensure a successful Guest experience transformation.
Annette Franz, Basics, Church Guest Experience, Guest Expectations, Guest Experience
What it takes to meet, and exceed, the expectations of your Guests.
Annette Franz, Church Guest Experiences, Guest Experience, guest-focused
5 characteristics for a guest-focused front line team.
Annette Franz, CX Journey, Church Guest Experience, Church Guest Services, Guest Experience, Guest Services, Journey Maps, Personas
8 tools you can use within your organization to get everyone on the same page when it comes to the Guest Experience.
Three effective ways to start moving toward clarity right now.
