This is the first installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world.
I don’t know about you, but I am already eager to put the phrase “new normal” out to pasture! When most people say it, I hear the pain in their voice and a nostalgic longing for the way things used to be. There’s an “if only” packed into it. If only, we weren’t in this new normal. Or if only, I could have this part of the old normal back. The words new normal are somehow reminiscent of my father’s penchant for saying things like “those good old days.”
I hereby decree the words “new normal” no longer are useable, and I declare they shall be replaced with the phrase “better than normal.” Since I’m striking down phrases, I will replace “good old days” with “good new days.” Alas, if only I had that power beyond this simple blog.
I make these two proclamations to frame the importance of working to make “now” better than “then” and to make the “future” better than “now.”
Let me show you two ways customer experiences are already better than normal.
First, we have better than normal touchless technology. I am trying to remember why I used to need cash, or stand in line, or put groceries in my trunk, now that “better than normal” service transactions typically include cashless payment, appointment scheduling, and curbside pick-up.
Second, companies that used to neglect me suddenly seem to think I am important. They are taking the time to reach out to me. Goodness knows I have received emails from brands, from which I vaguely remember making a purchase.
In future installments in this series, I will share more thoughts about how we can build on the best of our current situation (and how we can find ways to adapt some of the best elements of a prior time) to make tomorrow’s normal even better than today. I hope that the transformational experiences we create together will cause people to start talking about these good new days.
If you’d like to hear some of the ways my clients are designing touchless and engaging “better than normal” experiences, let’s talk!
Reach out to me here.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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