How does this happen?
There is no magic wand and we will need to work hard together. We bring the expertise and your bring the willingness. As a result, you can expect:
- Improved client and fan relationships
- Increased employee engagement
- Improved business results/metrics/revenue
- Improved service and employee measurement scores
Fan Experience (FX)
Historically, customers only expected the basics from their experience like quality service, fair pricing and reliable products. However, today’s and tomorrow’s fan’s expectations are being increasingly shaped by every business they come into contact with. No longer do they have to schedule time to visit a business. They can simply pull out there smartphone and access virtually any product or service they desire. Fans now expect their experience to be personalized, frictionless, and immediate. And they bring these expectations to every interaction and transaction. Successful organizations think holistically about the fan experience and put in place an experience philosophy that is nimble and able to meet these expectations.
Fans go where they are invited. They stay where they are appreciated.
Leadership and Employee Experience (EX)
The Employee Experience is comprised of many different things and it results in the perception employees have about their interactions with their leaders and employer. While many organizations focus on the importance of CX, an opportunity exists to design and execute a strong EX. Just like consumers are looking for a great customer experience, job candidates are continually shopping for an enjoyable employee experience. A well-crafted and managed EX will result in the desired employee engagement. Anything that sets employees up for success or improves the culture should be a part of EX. And, the execution of the EX is the responsibility of every leader in the organization.
The success of an organization comes down to its people.
Operational Excellence occurs when each and every employee in the organization is engaged and working together to deliver the fan experience. This includes staff that is fan facing, back of house, support staff groups and third party vendors who represent the brand. In short, everyone is focused on the customer. Through this focus, employees will know what to do when things go wrong and how to fix it. In addition, employees develop creative and innovative ideas to improve the fan experience and stay ahead of the competition.
Excellence is never an accident. It is a result of high intention, sincere effort, intelligent direction, skillful execution and the vision to see obstacles as opportunities.
Successful leaders forge the right relationships with their teams, colleagues, and partners to fulfill the fan and employee experience. Organizations invest critical resource to send their leaders to training events and yet, the culture of the organization seems to remain unchanged. We believe, and our experience tells us, that if your leaders cannot apply and incorporate what they have learned into daily operations, the training did not meet the intended objectives. Much like an athlete, leaders need a continual pathway to develop, refine, and grow their competencies and skillsets.
Much like an athlete, leaders need a continual pathway to develop, refine, and grow their competencies and skillsets.