Successful organizations care about what their guests experience. Simply walk into your nearest Starbucks and upon checking out you may be asked if you would be willing to fill out a survey. Why do they do this? Is it because they want to interrupt your day with a monotonous survey? No. By doing so, they hope to gather honest responses to gauge whether or not their attempts to serve you and connect with you were successful and if not how they can improve.
A little over a year ago we began to ask some of the same questions at our church. We realized that the first step in being able to evaluate whether or not we were succeeding was to clearly define our “win” for our Sunday morning worship services. Your “win” should and must be influenced by your theology. Continue reading “The Guest Experience”