EXPERIENCE MATTERS: If you get the human experience right, you will get to the numbers you need to meet

Today, my first article published as part of the FORBES Business Council. Below is an excerpt from the article, and you can click below to finishing reading. Let me know what you think.

MOFI?recently worked with the leaders of a museum to help them craft an experience promise statement, something that could align the people in their organization to create unique experiences for visitors, members, donors and really anyone they came into contact with. As we started planning a two-day design sprint together, I made just one request (okay, maybe it was a demand): that every department would be represented, not just guest services and marketing.

The leaders were a little surprised at first, probably wondering what building services or security had to do with customer experience (CX). But they soon agreed.

When we held the sprint a few weeks later, it became clear how important every staff member and volunteer is to a good CX. I love this statement from someone in security after the sprint: “We can take moments of joy and turn them into a bad experience, and bad experiences can be turned into something good. We always try to turn bad into good so the guests will come back.”

Click Here to continue reading.

Join Shawn Nason & Michael Harper w/ special guest: Zach Hamilton

Zack Hamilton, Chief Experience & Strategy Officer at Chatter Research by Stingray, is an experience management veteran of more than 20 years. In addition to serving as an Executive Advisor to 200+ retail brands around the world, he has successfully led go-to-market and enablement strategy initiatives across the Medallia retail ecosystem. Most recently, Zack was asked to join both the Forbes Business Council and Fast Company's Executive Board, cementing his status as an influential voice in his industry.

Click Here to join us, Friday, May 6th!

Hey Boston Friends! Join me at CX Forums Boston Experience Summit on Tuesday, May 10. I’ll be talking about “Blown-Up Silos, Maverick Mindsets and Experience Ecosystems” ” Save 50% on individual passes with promo code “Mofi50.”??More info at?https://cxforums.org/bos22

Here is a highlight video from CS Forum Atlanta...