Experiences and employees

Over the last couple of days I was traveling and meeting with several clients. I was reminded about the difficulty of getting the experience out of an individual, and make it part of the company's experience.

Too often I think we get dependent on good people who do heroic deeds. Problem is that heroic efforts are temporary.

Instead, I think we need to look at creating an consistently deliverable experience that is enhanced by an employee - not created by them. The problem with the later is the proverbial "getting hit by a bus"concept.

Here's the deal. You either design and manage experiences, or you leave them to chance. In today's business culture, you really have few chances to wow your customers and create a unique memory.