Understanding the Different Levels of Engagement

Part 3 of a series on the book The Shape of Engagement by Scott Gould, with particular emphasis on Guest Experience. Read Part 1 here; read Part 2 here. Author Scott Gould next moves on to the concept of different levels of engagement: Not all engagement is equal. Our everyday dialogue gives it away. Somethings Read more about Understanding the Different Levels of Engagement[…]

Just Exactly When Does Engagement Happen?

Part 2 of a series on the book The Shape of Engagement by Scott Gould, with particular emphasis on Guest Experience. Read Part 1 here. As an introduction to the second “shape” of Engagement, author Scott Gould poses an interesting question and thought: At what point can we say something is engagement, and what point Read more about Just Exactly When Does Engagement Happen?[…]

Engagement with Guests Starts with the Message

Engagement. Like many words in the English language, engagement has many meanings: noun:   employment for performers or performing groups that lasts for a limited period of time noun:   contact by fitting together noun:   the act of giving someone a job noun:   a mutual promise to marry noun:   a meeting arranged in advance noun:   a hostile Read more about Engagement with Guests Starts with the Message[…]

Are You Overlooking These Powerful Moments for First Time Guests?

Auxano Navigator Bryan Rose, my partner in the Guest Experience Boot Camps, has provided a great guest post! Are you guilty of any of these “sins”? One of my last flights of the year, well over my 200th, was next to a first-time flyer in her mid-thirties. We were headed from Atlanta to Tulsa on Read more about Are You Overlooking These Powerful Moments for First Time Guests?[…]

Around the World in 31 Days

That’s World, as in Walt Disney World – traveling in all sorts of vehicles.   In 2017, I was able to be at Walt Disney World for 31 days. Thanks to the unexpected generosity of two of my kids, my 2016 Annual Pass was renewed for 2017. That, coupled with a lot of client work Read more about Around the World in 31 Days[…]

When Being Friendly Is Not Good Enough

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 When Being Friendly Is Not Good Enough[…]

Wrapping Up the Guest Experience Boot Camp – and Looking Ahead!

At Auxano, we live out the tools we build. Case in point: our Guest Experience Boot Camp began with the Vision Frame; a section was devoted to the Leadership Pipeline, and it concluded with the Horizon Storyline. I’m grateful to have worked with Bryan Rose in planning, designing, and delivering the Boot Camp to 110 Read more about Wrapping Up the Guest Experience Boot Camp – and Looking Ahead![…]

Are Your Guest Experience Teams Practicing Enlightened Hospitality?

Church leaders need to understand the fact that our competition is not other churches; it’s places that provide WOW! Experiences and to which guests compare our churches. While that may seem a negative, it can also be turned into a positive by LEARNING from those top-notch places and their leaders. THE QUICK SUMMARY – Setting Read more about Are Your Guest Experience Teams Practicing Enlightened Hospitality?[…]

Excellence is the Result of a Series of Intentional Elements of Service

The dining experience at a four-star restaurant provides excellent lessons for hospitality in the church. With one son who is the general manager of a restaurant that is part of a national restaurant chain and another who is the food services manager for a conference center, I have a serious interest in all things food. My Read more about Excellence is the Result of a Series of Intentional Elements of Service[…]

An EXCEPTIONAL Guest Experience – The PROCESS You Use to Welcome Guests

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 An EXCEPTIONAL Guest Experience – The PROCESS You Use to Welcome Guests[…]