It’s All About The Experience

What do companies like Chick-fil-A, Disney, and Amazon all have in common?

They’re not just great at what they do. 

They’re relentless about the experience.

They are obsessed about the kind of experience that customers feel. 

The feelings they remember. The feelings that make them come back, leave reviews, and tell their friends without being asked.

And here's the truth most founders miss:

Experience is the growth strategy.

Not just a side effect or a bonus.

Let’s break down what that actually looks like. And how you can build it into your company.

Great Companies Are Built on Great Moments

You don’t need to invent the next great American business. 

But, you every business should strive for this:

To make customers feel great every time they interact with your business.

When you nail that feeling: when customers feel seen, appreciated, and impressed, they stick around.

They spend more. They refer others. They leave glowing reviews.

They become fans.

And it doesn’t matter what kind of business you run:

• A gym that’s spotless, warm, and welcoming? Feels like a luxury experience.

• A marketing agency that’s responsive and generous with their time? Feels like an extension of the client’s team.

• A local coffee shop that remembers your name and order? Feels like home away from home.

The experience is the product (whether you realize it or not).

Experience Doesn’t Happen by Accident

The companies that “wow” people don’t do it by winging it. 

They have systems.

Systems for hiring the right people. Systems for training them well. Systems for delivering the same great experience every time.

Here’s what that might look like in your business:

• SOPs for every part of the customer journey (so nothing gets left to chance)

• Feedback loops that run constantly (so you’re always improving)

• Clear expectations for how your team shows up (so excellence becomes a habit, not a surprise)

If you’ve ever been to a business where everything just works, you can bet someone behind the scenes built a playbook for it.

Want Great Customers? Start At Home.

It’s not just about the customer. It’s about the people delivering the experience too.

Because the truth is:

Happy employees make for happy customers.

If your team is underpaid, undertrained, and underappreciated, it shows.

In the tone of their voice. In how they handle mistakes. In whether or not customers feel like they matter.

That’s why the best brands:

• Pay more than the bare minimum

• Train obsessively

• Celebrate and reward people for delivering excellence

If you want to deliver a great experience for your customers, think about how to deliver a great experience for your team. 

Don’t Settle for “Good Enough”

Most businesses offer a decent experience. 

“Good enough.”

They respond to emails. They meet expectations. They do okay.

But here’s the problem: nobody tells their friends about good enough.

They tell their friends about WOW.

And if you’re not the business that’s obsessed with experience, someone else will be. And eventually… they’ll win.

The businesses that thrive are the ones that refuse to be average.

So What Can You Do Today?

Here are a few places to start:

• Ask yourself: What do I want to be the best at?

• Set a standard: What would a 5-star experience look like for my customers?

• Write it down: Create processes so your team knows exactly how to deliver it.

• Pay attention: Regularly collect and act on feedback from both your customers and your team.

If you only track one metric, make it this: how often people rave about the experience.

Have an amazing weekend!

—The TRIBE Team