One of my favorite things about my work is the interesting people I am able to meet.
Yesterday, my friend Billy Boughey and I were spending time brainstorming business models when we happened to run into James Gilmore, the author of The Experience Economy. Being an idea expert himself, Billy who leads Elevate, was like a kid on Christmas morning when he met the guru.
The subtitle of Gilmore’s book, Work is Theater and Every Business a Stage, is a great challenge to anyone who leads an organization.
Hopefully, like the best thespians, you understand that theater is about the audience, not the actors.
As you think about your business, do you see the audience as the hero? If not, you are missing the point … people are looking for an experience, not a commodity.
“Ensuring the integrity of the customer experience requires more than the layering on of positive cues. Experience stagers also must eliminate anything that diminishes, contradicts, or distracts from the theme, Most constructed spaces – malls, offices, buildings, or airplanes – are littered with meaningless or trivial messages.”
If you want to elevate your game, I encourage you to evaluate your messages. Are they meaningless? Trivial? More about you than the audience? If so, it’s time to clear the clutter and create an experience.
Remember, your business is your stage. If you hope to get your message across, focus on what matters most … Your customers.
Leadership Begins at Home,
What is the best customer experience you have had during the past month?
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