Friendly Isn’t Good Enough When It Comes to Guest Experiences

At Auxano, we’ve walked with more than 500 churches through a process called the Guest Perspective Evaluation. And when they’re done, they all ask, “What’s next?” Amazingly, most church leaders don’t actually have a plan they can use to improve their Guest Experience! Ask them about their strategy and you’ll discover it boils down to Read more about Friendly Isn’t Good Enough When It Comes to Guest Experiences[…]

Exploring the Connection Between Pirates and Guest Experience

When Pirates of the Caribbean: Dead Men Tell No Tales hits theaters Friday 5/26/17, it’s not just the latest Pirates movie from Walt Disney. It’s the latest stop of a long and very successful “voyage” that Walt Disney personally began in 1927, and the company that bears his name continues today. The journey we are invited to join Read more about Exploring the Connection Between Pirates and Guest Experience[…]

Living a 3D Pirates Life: Guest Experience Lessons from Captain Jack Sparrow

Captain Jack Sparrow is returning to the big screen in just a few days – the U.S. premiere of Dead Men Tell No Tales is Friday, May 26. While there have been rumors (and a few facts) swirling for weeks about what’s next for the Captain, the truth is no one is really sure. That’s part Read more about Living a 3D Pirates Life: Guest Experience Lessons from Captain Jack Sparrow[…]

Guest Experience Lessons from Your Mother

Lee Cockerell, former executive vice president of operations at Walt Disney World, is one of the most fascinating people in the hospitality industry I have had the pleasure of speaking with. Even with a well-deserved worldwide reputation as an expert on leadership, management, and customer experience, he is quick to point out his mother’s influence Read more about Guest Experience Lessons from Your Mother[…]

Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints

It’s not all blue sky, sunshine, and clear sailing for your typical pirate crew. Sometimes, you’re going to have a bad day… It seems like Captain Jack Sparrow has more than his share of bad days; but then again, nothing ventured, nothing gained. He has a unique philosophy about problems: There’s an instructive lesson there Read more about Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints[…]

Overcoming the Enemy of Your Guest Experience: Lessons from Captain Jack Sparrow

What’s a pirate without an enemy or two? Or in the case of Captain Jack Sparrow, maybe nine or ten! When a pirate is facing an enemy, it takes everything he’s got – and then some – to come out ahead in the end. Time after time, facing dire consequences, Captain Jack Sparrow manages to Read more about Overcoming the Enemy of Your Guest Experience: Lessons from Captain Jack Sparrow[…]

The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

The Story of a Pirate and His Ship – and the Bigger Story Behind It

What would a pirate be without a ship? For Captain Jack Sparrow, however, his ship, the Black Pearl, was more than just a ship. “Wherever we want to go, we go. That’s what a ship is, you know. It’s not just a keel and a hull and sails; that’s what a ship needs. Not what Read more about The Story of a Pirate and His Ship – and the Bigger Story Behind It[…]

Are You Ready for an Audit – a Guest Experience Audit?

During the spring of my junior year of high school, I was completing a typing class (yes, that was a thing back in the dark ages). My teacher also happened to be the teacher of the Accounting class, and one day I happened to have some spare time, and I used it to flip through Read more about Are You Ready for an Audit – a Guest Experience Audit?[…]

Understanding the Three Types of People in Your Guest Experience

Last week, we took the first of two looks at a pirate’s crew. As Captain Jack Sparrow finds out time and time again, you can’t get very far on your own – it takes a crew to reach your destination. The same is true for your church’s Guest Experience: No matter how you look at Read more about Understanding the Three Types of People in Your Guest Experience[…]