O'Reilly logo

Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand by Kelly McDonald

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

STEP 2: PAY ATTENTION TO TRENDS

Two trends are simultaneously taking place across the globe: culture is becoming more casual, particularly in the way we dress, and fewer people are active in churches and houses of worship. I’m not sure these two trends are necessarily connected, but one certainly has an effect on the other. Let me explain.

We dress more casually than ever before. In many cities and communities, you can pretty much go anywhere—a museum, a restaurant, or the movie theater—in jeans and a T-shirt. But one place that people have always felt the need to “dress up” is at church. This habit is rooted in respect and tradition; there’s even a quaint old-fashioned expression that captured the expectation: to wear your “Sunday best.”

At the same time that our culture is becoming more casual, churches and other houses of worship are reporting a decline in members and those attending services. In Sanford, Florida, the pastor of Church at the GYM, Ron Williams, noticed this trend and adapted his approach to gain new members. As the Baptist church’s name implies, he holds services in a gymnasium. He stated that when he would invite people to attend his services previously, they would often say no and say, “I don’t have any clothes to wear.” He called this a “stained-glass barrier” for people who might not be comfortable in a traditional church. To make people more comfortable, he even wears jeans himself. Many attendees in the warm climate of Florida wear shorts—and that’s okay ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required