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?[…]

Develop the Art of Mise-en-place

Despite how it may feel, competition for the spiritual attention and Sunday attendance of today’s family is not with the growing church down the road. Church leadership must redirect energy from being “bigger and better” than other churches, and instead see those places that provide “WOW! Experiences” as the real points of comparison among first Read more about Develop the Art of Mise-en-place[…]

An EXCEPTIONAL Guest Experience – The PEOPLE Involved in Welcoming Your 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 PEOPLE Involved in Welcoming Your Guests[…]

An EXCEPTIONAL Guest Experience – The PLACE Where You 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 PLACE Where You Welcome Guests[…]

One Little Spark! Marty Sklar and Mickey’s Ten Commandments

The following is a repost, dedicated to the memory of Disney Imagineer Marty Sklar, who passed away July 27, 2017, at the age of 83.   Disney Imagineer Marty Sklar, who retired in 2009 as the only Disney employee to have participated in the opening of all eleven twelve theme parks around the world, is noted Read more about One Little Spark! Marty Sklar and Mickey’s Ten Commandments[…]

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[…]

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[…]