4. Measurement
A set of practices that lets organizations quantify guest experience quality in a consistent manner across the organization, and deliver actionable insights to team members. This discipline is key because it lets organizations understand the current state of the guest experience they provide, uncover opportunities for improvement and track progress over time.
5. Governance
A set of practices that helps organizations manage guest experiences in a proactive and disciplined way. This practice is essential because it holds the entire team accountable for their role in the guest experience ecosystem. These practices range from leader oversight to day-to-day coaching of frontline team members.
RELATED: Critical Practices in Guest Services
6. Culture
A set of practices that creates a system of shared values and behaviors that focus the team members on delivering a WOW! guest experience. These practices include volunteer enlistment, socialization activities, and rewards. This discipline is perhaps the most powerful of all the disciplines because it embeds practices from the other five disciplines into team DNA.
Mastering the six essential disciplines of church guest experience strategy takes time and effort, but it’s something you have to do if you want to succeed in connecting with and developing relationships with your guests.
These disciplines might seem like work to you—and they are. They will cause you to roll up your sleeves and put in the time it takes to understand and put into practice great guest experiences. While that may scare you, what should scare you more is the thought of becoming irrelevant to your guests—which is what will happen if you don’t take action. “If you don’t like change, you’re going to like irrelevance even less.” ~ General Eric Shinseki, former Chief of Staff, U.S. Army.
