Ritualizing the Customer Experience

I love hanging around smart people, and my friend Todd Hartley is one of the very smartest.
He runs WireBuzz, an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.
He was interviewing me for his podcast and used the phrase, “ritualize the experience.” He used it in passing, but I realized this is a rock-solid concept that is appropriate for everyone in any company and any industry. I wrote those three words down so I wouldn’t forget them and then thought about them for the next few hours.
Ritualizing the experience starts by understanding the process around your customer’s experience. This is no different from creating a process or workflow for anything you want to achieve in business. You most likely have a process for paying an invoice. If you have a new vendor, you probably have a process to set them up in your