GO 4IT
The Maverick Way
Frameworks to Explore & Stage Experiences & Develop Compelling Communications
4-ITS Of Experience Scripting
There are many aspects that make up experience design and management. Our approach provides a framework to view experiences from key angles not only external to the organization with customers, but internally with employees. Understanding of the many facets is critical to begin to justify change, develop strategy and embed experiences into business with action.
Get IT
Get it means to understand the why’s, what’s and how’s of experiences in the world. It means understanding and accepting that the world has changed drastically and has impacted consumer decisions on purchasing goods and services. Get IT is developing a consciousness that every simple interaction with a customer or employee is a part of the experience your business offers. Customers record these small episodes and they begin to script a story about your business.
Find IT
Finding it means uncovering your businesses sense of purpose beyond making money. The new consumer sensibility is authenticity not quality and value. Consumers are developing deep emotional connections to businesses based on organizational values not simply value offered in a particular good or service. A great starting place to begin a customer-centric experience effort is to revisit your core.
Believe IT-
Change is not easy. Innovation is getting people to act differently. To successfully lead organizations down new paths 21st century leaders need to adopt change management with energy and enthusiasm. They must walk the talk. It they do not truly believe in their visions or new stories, innovative change initiatives will not succeed. Believe it is the emotional connection to the concepts of ‘Get It’ of the customer experience and the commitment to take action in innovating new ones.
Live IT
Living it is taking action. It starts with converting the concept understanding and belief into a strategy to change personal and organizational behavior, through action on the customer experience. The level of leadership commitment and organizational resources will ultimately determine what specific action will be taken. Live It progresses from investigating, and strategy development to new experience design and implementation. Ultimately an organizational culture where employees led by leadership, have created new exciting company and customer experience, one that they are proud of. Finding new ways to connect with customers becomes a “natural orientation” of the business and results in distinction, differentiation and sustainable profits.