ist magazine October 2022

Feature

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FOCUS ON THE CUSTOMER & EMPLOYEE EXPERIENCE TO TRANSFORM YOUR BUSINESS

busy leaders and business owners, you are faced with a seemingly endless list of things to do to keep

your business operating and an ever-increasing list of ideas on how to improve your business. However, you are encouraged to throw out the hundred plus to-do items and ideas; instead, focus on the experi ence you deliver and start with these three funda mental steps.

The three fundamental steps are: 1 - Define the Promise; 2 - Measure the Gap(s); and 3 - Share the Stories

But before unpacking the steps to improving the experience to transform your business, let’s clarify a couple of important elements. Firstly, the term experience, in this context means the customer experiences, the employee experiences, the experiences that you promise, and ultimately, the ones you deliver. You may even make experience promises about your brand and products but for now, focus on Customer and Employee experiences. Also, as you will quickly understand, the singular experience, the transaction, is just as important as the plural, collectively experiences. Finally, before you get to the three crucial steps to focus on, let’s be clear the customer and employee experience, does not mean hugging your haters, nor does it mean surprising your customers/employees with champagne and caviar. →

By Jason S. Bradshaw

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October 2022 istmagazine.com