Welcome to Episode 7 of One Minute! One Idea! – where we Deconstruct what’s happening at the intersection of innovation, human potential and the things we do to unlock it, known as Leadership.
Today’s Idea is “Create an Experience!”.
The brands such as Cleveland Clinic, Mercedes and Nordstroms are (just a few brands) known for delivering a customer experience that’s more than “service”. What’s the difference? Think of the last time you took your car in for an oil change. When it was all over, the car got serviced, and you got an experience – good, bad, or ugly. The quality of that experience is what drives your decision to become either a loyal return customer or a one-and-done transaction.
So, today’s idea is “Create an Experience!”. The next time you think that your new offering is ready for prime time, contact a top customer and ask for their opinion on what you’re about to do. Explain the offering and value proposition, how you intend to introduce it and what’s required of them. They’ll let you know whether your new offering goes beyond “service” to become a new, valuable experience that they’ll want to repeat again and again.
Create an Experience! It’s what I’m doing.
Tweet me @DLBrouwer