John DiJulius | Customer Experience Blog

Experience Tax

Exercise of the week – This is a great exercise for both leaders and front-line employees. Have your team work in small groups of 5-10, and tell them effective September 1, 2011 your company is permanently instituting an “Experience Tax” of 5% for every transaction/invoice. The “Experience Tax” is solely for the experience your employees personally provide, including genuine hospitality, and direct engagement with customer. Have them brainstorm for 20-30 minutes and then share what are they going to do differently and more consistently regarding how will they surprise and delight your patrons and build emotional connections so that not one customer will complain about the experience tax. When they are done sharing and you have written down all their answers, they will be shocked to see that more than 95% of the list will cost next to nothing, yet be extremely easy to do.

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