Ritualizing The Customer Experience

Shep Hyken | October 15, 2020

By Shep Hyken 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 y...