JC Quintana

And I keep the very first part of what we've learned from Forrester over time, which is experience is what people expect from your company to get the value that they needed or wanted from it or pay for it.

based on the expectations that you mutually set for that outcome to happen.

So yes, experience is the very thing, the individuals, the collective assessment of how I felt, what I did, how I communicated, but it always has to be in context with what people expected from that experience because my experience as a economy class passenger is,

is very different as the experience flying first class.

Why?

Because of my expectations.

When a customer that you know that you've given them 100% of what the SOW or the contract says, and they still leave, you know that there's somewhere a misalignment in expectations.

It's something that a lot of companies don't understand because we train our employees on how to talk about our product really well,

about aligning the expected experience between the user of the product or service and the

you know, what they paid for, but we don't really talk about really ultimately what was their expectation.

Not the alignment of what your product does with what it did, but the alignment of the expectations of what your product does with what they expected it to do and the outcome they expected it to deliver.

And that's a very, very different thing.

Very, very different thing.

I'm a big believer in going back to the basics, which, by the way, I think we align very much in this, listening to some of your podcasts and the idea of bringing it back to the simplest possible explanation and also how do you connect it to a proven methodology, right?

So I try to break things down in that way.

For a very brief period of time, I talked to you about teaching first at Rutgers and then a program that is now part of, I'm blown away, 34 universities, right?

And I remember my co-partner, co-teacher, Carol Burens, and I sat down talking about, hey, you know, there's so many associations that already have a customer experience program.

What are we going to do different at this Rutgers Executive Customer Experience Program that's going to kind of differentiate us from...

the other programs that kind of, you know, gets people to say, well, I already got my CXP certification, but what else is there that I can apply to my everyday experience as a customer experience practitioner?

And the one thing that really stood out in alignment to, you know, with what we're talking about today is that we kind of switch the learning from experience first and then gradually towards business to business first, the psychology of it, and then talk about the experiences.