Experience is not a "thing" you do, it's everything you do, Victoria Taylor
Understanding what experience to give to your customers is one thing, but there's valuable relationships we also have with our staff and suppliers as well. In this podcast Melanie Boylan spoke to Victoria Taylor about her long background in this field and about her upcoming book and future projects. Links t Victoria below:
Who is Victoria Taylor?
Victoria Taylor is an experience consultant and international speaker, who puts different in experience. Her purpose is to help brands become experience leaders .
Victoria get brands to ‘Raise-the-Bar’ in experience by thinking different, creating different and doing different.
She can consult on audience, employee, customer and brand experience, working with boutique businesses, fortune 100 brands and everything in between.
She is a proven customer experience leader who brings together the digital and physical worlds, transforming experience at every moment and interaction someone has with a brand. She tells all her clients this: They need to Make People Matter.
Make people matter and your brand will matter to them.
"I'm far from finished yet and my mission to Raise-the-Bar in experience continues, one day at a time, one brand at a time, one experience at a time." Victoria Taylor.
'Points Of Entry: Unlocking People Experience' was written with one purpose in mind. To help brands to recognise that every person is important to them. I realised that a lot of the conversation around experience focused on customer experience or, when someone is already a customer of a brand.
'Points Of Entry : Unlocking People Experience' looks at the 'pre-experience' BEFORE someone becomes a customer and it uncovers the potential entry points that a person has into a business. I define a Point of Entry as a place where anyone can gain ‘entry’ to your business, gain insight, have a conversation, or experience your brand for the first time if they don't know you, or engage with and experience your business regularly if they do know you.
The experience you create at each entry point will either be the beginning of a solid business relationship (for those who don’t know you), a great experience (for existing customers and those that do know you) or the end of the road on all counts!
Entry points are everywhere and when I counted up my own, I had over 70 of them. It made me realise how many opportunities there were for brands to build great experiences with people who were not yet customers. Experiences at every moment and every interaction.
But in order to create an experience, knowledge is crucial. This book helps readers to understand
1.) Why entry points are important for EVERY brand today.
2.) Why 'moments' are key to creating experiences.
3.) How you can apply Entry Point Theory to your business with examples.
4.) How you get started in actioning it.
We are all in the experience business first and foremost, second to that comes the product or service we offer, but experience happens long before someone becomes a customer, I hope this book will become the guide to realising the potential of people experience
When you Make People Matter, your brand will matter to them.
Victoria Taylors Links: