1684 Good Service Matters with Phil Mershon
b'In this episode of the Thoughtful Entrepreneur, your host Josh Elledge speaks with the Author & Director of Experience\\xa0 of Social Media Examiner, Phil Mershon.\\n\\n\\n\\nPhil Mershon emphasizes the need to go beyond just providing good content or service. He believes the key to success is delivering a great overall experience. This can be achieved by adding surprise and delight, personalization, and going above and beyond to turn negative experiences into positive ones.\\n\\nFor instance, consider the example of Disney. They\'ve implemented creative solutions, such as fast passes and interactive experiences within lines, to enhance the overall experience for visitors.\\n\\nPhil also delves into the power of creating memorable experiences in events. He acknowledges that while there may be unavoidable negative aspects in any event, such as long lines or uncomfortable weather, the key is to focus on creating strong and powerful moments that overshadow the negatives.\\n\\nBy doing so, people will remember the highlights, like meeting characters or watching fireworks, and forget about the less enjoyable parts. This strategy, referred to as "stacking," emphasizes positive moments to make the negative ones seem less consequential.\\n
Key Points from the Episode:
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- Importance of creating memorable experiences in various settings \\n \\t
- Elements of surprise and delight, personalization, and going above and beyond \\n \\t
- Identifying and addressing potential friction points \\n \\t
- Examples of Disney\'s creative solutions to enhance experiences \\n \\t
- Power of creating memorable experiences in events \\n \\t
- Strategy of "stacking" positive moments to overshadow negatives \\n \\t
- Introduction of the concept of "DRiED" challenges for event planners \\n \\t
- Recommendation of the book "Unforgettable" for event planning \\n \\t
- Applicability of the book to various contexts \\n
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