Lacey Pease

And now experience is all the way over here.

You're like, okay, if we're not communicating across the board here on how these things work, there is really no point of having this whole experience team.

Like they need to understand each of these steps.

And truthfully, if, if these other departments are doing their jobs, well,

it does create already a great experience.

And so then you're really just building off of something that's already going well, right?

You're not trying to artificially create a good experience post-sale or post-product creation.

Or to your point earlier, we're focusing on sort of the wrong things.

Like I'm looking over at the metrics, I'm looking over all these strategies and these methodologies.

But instead, what I should be doing is maybe aligning my team on literally the definition of experience and on expectations across the board, right?

Yeah, no, absolutely.

I mean, and you mentioned you, you know, you're teaching and one of the things that you've been teaching companies is something called Dialogue 7.

And I would just love to hear from you what that is, because I really do think it's a great framework for people to sort of start out their journey on this path of trying to understand expectations and how they actually impact business.

I didn't know that.

That's beautiful.

Sounds a lot like a lot of my Facebook marketplace experiences.

From which perspective?

The consumer not understanding or the business not explaining?

through what i need to know to trust you and when you say cost you're not just speaking about actual financial costs but like the cost of time right or the cost of the emotional effort that i need to put in because i backed my whole budget on this new product that i just bought and now i have to do xyz thing and my boss is looking at me like hey do you wanted that promotion and now this isn't delivering so like there's so many different levels of cost it's not just that financial piece right

So at the very end, now we're talking about experience.