Innovate Your Guest Experience by Focusing on Ministry Model and Brand

Your Guests are your customers.

At Forrester Research, Inc., customer experience is defined as how customers perceive their interactions with your company.

Kerry Bodine, Vice President and principal analyst serving Customer Experience Professionals at Forrester Research, has written a great blog post entitled: “Business Model And Brand: Keys To Customer Experience Innovation” (May 17, 2013)  that church leadership teams need to consider. Here’s an excerpt:

“If you want to shift your customers’ perceptions, you have to examine those interactions on a deeper level. Specifically, you need to look at the types of interactions customers have and the qualities that those interactions embody. And that’s where your business model and your brand come into play.

While the connection between business model and customer experience might be obvious, I don’t find that many companies actively consider the two in tandem.

  • Your business model determines the types of interactions customers will have.
  • Brand values drive the qualities of those interactions.

Organizations that want to differentiate their customer experience need to go beyond find-and-fix efforts that result in incremental improvements. They need to innovate the customer experience by refocusing on their business model and brand.

Read the complete blog post by Kerry here.

Read more from Kerry here.

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ABOUT THE AUTHOR

Kerry Bodine

Kerry Bodine

Kerry is a vice president and principal analyst in Forrester's customer experience research practice and the coauthor of Forrester's book, Outside In: The Power of Putting Customers at the Center of Your Business. Kerry leads Forrester's research on customer experience design and innovation.

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comment_post_ID); ?> Thank you for this information. I'm going to use this article to improve my work with the Lord.
 
— Abel Singbeh
 
comment_post_ID); ?> Thank you Ed for sharing your insights into the Church Growth Movement. I have my reservations with Church Growth models because it has done more damage than good in the Body of Christ. Over the years, western churches are more focused on results, formulas and processes with little or no emphasis on membership and church discipline. Pastors and vocational leaders are burnt out because they're overworked. I do believe that the Church Growth model is a catalyst to two destructive groups: The New Apostolic Reformation and the Emerging Church. Both groups overlap and have a very loose definition. They're both focus on contemporary worship, expansion of church brand (franchising), and mobilizing volunteering members as 'leaders' to grow their ministry. Little focus on biblical study, apologetics and genuine missional work with no agenda besides preaching of the gospel.
 
— Dave
 
comment_post_ID); ?> Thank you for sharing such a good article. It is a great lesson I learned from this article. I am one of the leaders in Emmanuel united church of Ethiopia (A denomination with more-than 780 local churches through out the country). I am preparing a presentation on succession planning for local church leaders. It will help me for preparation If you send me more resources and recommend me books to read on the topic. I hope we may collaborate in advancing leadership capacity of our church. God Bless You and Your Ministry.
 
— Argaw Alemu
 

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