The Experience-Centric Organization

4. The Core Behaviors of the Experience-Centric Organization

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The Core Behaviors of the Experience-Centric Organization

This chapter describes the natural behaviors of the experience-centric organization. You might already exhibit some of these behaviors, in which case the chapter can give you confidence you are on the right track. You might, however, see the need to develop new ones or turn up the volume on some of your weaker ones. If that is the case, read on, as the rest of the book describes more about these behaviors and how you can develop them in your organization.

Both a Roadmap and a Benchmark

The experience-centric organization has core behaviors that characterize it and nurture its development. At some point, the organization’s efforts toward experience centricity become energized like a flywheel and start to turn on their own. You can use this chapter to help develop your organization, or as a means of monitoring your progress and seeing how many of these behaviors your organization exhibits. There is no specific order to these points, although arguably the first one—knowing the experience you want to offer—is the most important.

You Know What Experience You Should Offer

The experience-centric organization knows exactly what experience it wants its customers to have. Further, it knows how to make that experience happen through the service personality, tone of voice, and individual touchpoints along the experiential journey. The organization is continually updating ...