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[…]

Designing Your Guest Experience

    In a sense, Disneyland is a stage – a most unusual stage. Members of the Disneyland audience, unlike the audience at a motion picture or a Broadway show, do not simply look on. They participate in the drama, the adventure, or comedy. They walk onto the stage. They move through the sets. They Read more about Designing Your Guest Experience[…]

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[…]

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[…]

The First Face of Your Church Is Found in the Parking Lot

He is the face of your weekly welcome. He is the first human interaction every Guest will experience. He is fighting on the faded front lines of an automotive battlefield. He keeps chaos at bay by the power vested in a reflective nylon vest. He is the Church Parking Lot Volunteer. Not that all church Read more about The First Face of Your Church Is Found in the Parking Lot[…]

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[…]