ist magazine May 2023

time to measure the gap between the promise(s) and the reality. To get started, just measure the gap between one of your promises. Your main promise.

(insert your promise)?” Then, follow up by asking what was the impact of us delivering/not delivering as expected?

The power of Step 3, Share the Stories, is in sharing with your team and cele brating the impact of delivering on your promise. The celebration of delivering on your promise reinforces what great looks like and the behaviors required to achieve success. However, it is also important to share, just as broadly, the stories and the impact on customers when you fail to deliver on your promise. This not only reinforces the value of delivering on the promise, it provides a clear coaching point. An op portunity to identify and fix the processes, systems or tasks that create the break in delivering on your promise. By following these three steps, you will build a business that has loyal raving fans, continues to evolve, stays relevant and grows. ■

Investing in improving your employees’ experience will undoubtedly result in increased productivity and improved customer experiences.

STEP 3: SHARE THE STORIES Companies worldwide send out

For example, if you promise to deliver your product within 24 hours, start measuring how often you actually deliver within 24 hours. If you 100% of the time deliver within the promise, then start measuring the gap of the next promise. However, if you aren’t delivering on your main promise, then your mission is to focus on closing the gap, every day being 1% closer to delivering on your promise. If you are wondering where to start to measure, it is as simple as asking your customer/employee “Did we deliver on

surveys, and you probably will too, as you measure the gap. But don’t be one of those companies that send out surveys and then keep all the data locked up.

ABOUT THE AUTHOR Jason started his first business at the age of 14, differentiating himself by the service he provided. For the last three decades, he has worked with some of the world’s most recognizable brands, improving the experience to transform the business. Jason is a best-selling author and is considered a global guru on customer experience and a leading authority on experience management. jasonsbradshaw.com.

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