The businesses that get experience right have figured out that how you make people feel is more important than how quickly you get the work done. People talk about the things that surprise them, resonate with them, affect them, and stick with them.
This is what separates experiences from services. Experiences are emotional and meaningful and often profoundly personal. Services, when appropriately delivered, are intended to be invisible, which is why nobody talks about them.
You can immediately shift to staging better experiences by doing these four simple things. Start by considering how you want people to feel. Finally, treat people like they are guests. Then slow everything down because efficiency suffocates experiences.
Create some magic moments, and moments are what we remember. Not days.
Make these shifts, and you’re on your way.