Often times experiences generate deeply-felt responses. Cultural framing is often used by branding experts when studying culture and its effect on consumer attitudes, behaviors, and beliefs. Going deeper, cultural framing describes the unspoken systems of meaning at play in affecting our behavior, our attitudes, and our decisions.
Have you heard of the term “customer experience”? Companies and organizations frequently use this as a rallying cry for employees to focus on the person buying the products and services from their employer. How we’re treated, what we think and how we feel about an experience can impact buying decisions moving forward.
Linking cultural framing with “the customer experience” might also help us understand we may create more caring cultures for employees and for the people they serve. Customers and employees are amazing professionals with education, training and skill. The two groups are deeply connected.
Happy employees and happy customers are a boost to those they encounter. Connecting with all who represent and purchase your products and services from the viewpoint of understanding the experiences they encounter, can increase satisfaction, productivity, engagement and retention.
People are under stress at home and work. Demands upon time are stretched and people are frazzled. What if we could all find some experiences that matter to all in meaningful ways?
Yes, meaningful is a relative term, yet a helpful one to consider for anytime we interact with others. It starts with some basics:
- Set clear objectives for the experience you wish people to have
- Profile your employees and customers + define their goals
- List out all the touch-points they will encounter
- Identify the elements of impact or influence either directly or indirectly
- Experience the touch-points yourself
- Assess and adjust as needed
Q4 is a great time to assess if the experiences you’re creating matter to those you serve. Or if the “deeply felt responses” you’re generating are less than positive it’s a great time to adjust as needed.
As Maya Angelou said, ” I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. “
Are you ready to take this on? Do you know any organizations/businesses concerned with continuity for their employees/customers/vendors. I’d like to talk about taking on those “life and work issues” with diligence and have some fun along the way. Awareness of what’s at stake and what’s to gain is a powerful tool for all of us!
Reach out with questions via Email. Additional information is available upon request or on the website @ The Living Planner
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