How to Put WOW Back Into Your Client Experience — A Practical Team Exercise

HI! HERE'S AN INSIGHT FROM MY PRACTICE DURING THE LAST MONTH THAT I WANTED TO SHARE WITH YOU:

PUTTING WOW! BACK IN YOUR CLIENT EXPERIENCE

Have you recently felt your team is not delivering the wow! experience to your clients? If so, try this exercise: 1. Define the qualitative aspects of the wow! experience you want your clients to experience. For example, after some thought, one client deduced that the elements of their wow! experience were communication, professionalism, timeliness, and expertise. 2. For each role in your company, decide on a wow! client experience for that role and describe the elements of success in terms of those elements. This process drives wow! into the culture of your company and makes it measurable. Try it and let me know what you come up with for your company.

AND ON A PERSONAL NOTE

In late March I visited my daughter and her husband for about a week in Louisville, KY. The city reminds me a lot of Austin, TX in the early 1990s, with its small-city feel and very manageable traffic. We got to experience goat racing (I did not even know this was a sport) in downtown Louisville during the city's Wurstfest street celebration. Here's a game night photo of Quinn, me, and her husband Gino playing Stratego one evening during my visit.

If any of this resonates, feel free to reach out.