Some people are naturally great storytellers, maybe even some people on your team.

Some people are naturally great entertainers, and maybe they even create great experiences for your customers intuitively.

But no people are great all.the.time.

And so great experiences need to be designed. If you and your team design the experience, then experience can be done on-purpose, then the experience can run on cue. Then something remarkable can happen.

When Sarah buys her first house, and the transfer goes through, something remarkable can happen. Not by chance because the service agent handling her bond is great with people, but because you designed the experience. It doesn’t matter whether you’re on form that day or not.

The experience happens because the transfer went through, and when the transfer goes through, the experience happens. It happens on-cue, just like the fog rolls across the stage for Act IV of Swan Lake. It happens on-cue because it’s Act IV and we’re by the lakeside and Odette chooses to die, and fog rolling across the stage is part of the experience.

It’s designed. And it happens on-cue. And it’s remarkable!