If you could script a 60 second commercial for your organization, your department or even you, what would the story be?
Now take a look at the experiences you are creating at the individual, work team and organizational level, and be honest with yourself.
Are the experiences you are creating the type that are aligned with the stories you desire to be told about you?
For those being totally honest, why aren’t the experiences aligned with the 60 second commercial you scripted for your organization, your department or you?
I have been stressing the importance of individuals, work groups and organizations creating exceptional experiences as the ultimate competitive weapon for quite some time. Even with all the world wide focus on improving service and engagement, pretty much the majority of the experiences and the majority of the resulting stories are not the ones that will create sustainable competitive advantage.
Remember, it is more important for you to have positive word of mouth, whether you are a person, a department or an organization, than it is to have a slick LinkedIn page, Facebook page or Super Bowl ad.
Are you going to believe the $1.5 million Super Bowl ad or a Yelp review from somebody you trust?
If you are a C Suite executive, and especially a Chief Marketing Officer or Chief Experience Officer, I would be staying up all night thinking about ways to create exceptional experiences that lead to positive word of mouth and net promoters.
For those who don’t align the experiences with the brand promise, you better be prepared to compete on price just like every other commoditized product and service our there.
For those enlightened C Suite executives who align their experiences with their brand promise and value proposition, you already know this enables you to enjoy customer intimacy which leads to innovation and competitive advantage.
Have you shopped your organization to see what the experiences are like? If you have, what stories would you tell as a result?
If you have not shopped your organization, what the heck are you thinking?
P. S. There is no better way for a C Suite executive to stay in touch than to shop their organization and listen to their customer facing associates.
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