12 Days of Christmas Guest Experiences

For all the Connection Pastors, Guest Services Directors, Guest Services team members, and everyone in your church who want to provide a WOW! Guest Experience…

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On the first day of Christmas Guest Experiences…

>> 1 Word that Says it All

On the second day of Christmas Guest Experiences…

>> 2 Feet that Matter in Guest Experiences

On the third day of Christmas Guest Experiences…

>> 3 Actions to Build a Guest Experience Organization with Clarity of Purpose

On the fourth day of Christmas Guest Experiences…

>> 4 Guest Experience Core Competencies

On the fifth day of Christmas Guest Experiences…

>> 5 Expectations of Disney Service

On the sixth day of Christmas Guest Experiences…

>> 6 Disciplines of Guest Experiences

On the seventh day of Christmas Guest Experiences…

>> 7 Guidelines for Guest Services from Disney

On the eighth day of Christmas Guest Experiences…

>> 8 Ways for the Introvert to Serve on a Guest Team

On the ninth day of Christmas Guest Experiences…

>> 9 Principles of Innovative Guest Experiences

On the tenth day of Christmas Guest Experiences…

>> 10 Commandments for Guest Services from Mickey Mouse

On the eleventh day of Christmas Guest Experiences…

>> 11 Reasons to Smile

On the twelfth day of Christmas Guest Experiences…

>> 12 Principles of Guest Experience Leadership

Tonight, Christmas Eve services are a tradition for many churches. Other churches had special worship services or musical events over the past week.

One of the common threads among all of the events is that churches had the opportunity to welcome Guests, regular attenders, members, and family and friends of all these categories.

Your actions and words have a chance to lower defenses to the Gospel, remove barriers to relationships, and establish an expectation that God is with us…

…make them count!

 

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4 Guest Experience Core Competencies

Last year the Temkin Group published an update to one of their reports defining one of their fundamental frameworks, The Four Customer Experience Core Competencies. This report lays out the building blocks for customer experience success. This topic is so important that they are giving this report away for free – download it here.

Research by leading customer experience consultant Bruce Temkin shows that customer experience is highly correlated with loyalty. While any company can improve portions of its customer experience, it takes more than a few superficial changes to create lasting differentiation.

Organizations that want to become customer experience leaders need to master four customer experience competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. To gauge your progress, actively use Temkin Group’s Customer Experience Competency and Maturity Assessment found in the free download here.

ChurchWorld leaders may not think of the term “loyalty” in relation to their Guests, but it is a very relevant concept.

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On the fourth day of Christmas Guest Experiences, your Guest Experience peers give to you:

4 Guest Experience Core Competencies

  1. Purposeful Leadership: Operate consistently with a clear set of values.
  2. Employee Engagement: Align employees with the goals of the organization.
  3. Compelling Brand Values: Deliver on your brand promises to customers.
  4. Customer Connectedness: Infuse customer insight across the organization.

Here are some tidbits about each of these competencies, adapted slightly to apply to Guest Experiences in ChurchWorld. Be sure to download the entire report – free!

Purposeful Leadership

Just about every church has vision and mission statements floating around their hallways, website, and print materials. But when it comes to making decisions on a day-to-day basis, these documents are nowhere to be found. They play no role in how the organization is actually run.

Instead, organizations make decisions based on individual goals and objectives, a handful of hard metrics, and by making compromises across conflicting team agendas. And that’s the best case scenario! Usually decisions aren’t coordinated at all. That’s why churches need to (re)introduce a clear purpose for their organization that speaks to why they exist and what sets them apart from 10,000 other churches.

Employee Engagement

Engaged team members (both paid staff and volunteers) are valuable assets. They trigger a “virtuous cycle” driving good Guest experience and superior overall results. Temkin’s research shows that engaged employees try harder, engage Guests, and drive positive results. The essence of this connection can be seen in this quote by Herb Kelleher, founder of Southwest Airlines:

I never had control, and I never wanted it. If you create an environment where the people truly participate, you don’t need control.

Compelling Brand Values

True brands are more than just marketing slogans—they’re the fabric that aligns all team members with Guests in the pursuit of a common cause. They’re what you believe about your organization. As Howard Shultz, president and CEO of Starbucks, once said:

Customers must recognize that you stand for something.

Customer Connectedness

In most companies, decisions are made with woefully little Guest insight. People often rely on their “gut feel” or outdated anecdotes about Guest needs, desires, and feedback. But any organization that wants to improve its Guest experience needs to embed deep Guest insight in every aspect of its operations.

Interested in measuring your organization’s progress,? Temkin Group created its Customer Experience Competency and Maturity Assessment. You can download a free copy of Temkin’s complete report, including the assessment, here.

How do you measure up?

inspired by and adapted from The Temkin Group, Bruce Temkin

The Temkin Group