Every Employee is a Chief Experience Officer
Recorded On: 05/05/2021
Ours has become an “experience economy” in which people have shifted from passive consumption to active participation. Great service and creating memorable experiences should not require heroic efforts by you, your employees, or your customers. One good or bad customer/consumer service experience – whether it’s online or in-person - can change the entire perception a customer holds about your organization. In this webinar, you will learn how to immediately shift your mindset away from rules and toward results, methods to provide your employees freedom within a framework, ways to ensure your services are easy, accessible and reliable and how to apply the nine dimensions that characterize effective service providers to your organization.
ICMA Practice Areas:  Staff Effectiveness;  Community and Resident Service
Co-founder; Mejorando Group
Patrick Ibarra is an architect of innovation and entrepreneur of ideas, who seeks to challenge the status quo thinking of the “we’ve always done it that way” approach. With experience as a city manager and human resource director, Patrick is co-founder and partner of the Mejorando Group, an organizational effectiveness consulting firm that brings fresh thinking, innovation, and new ideas to help governments succeed in the 21st century. Mejorando is a Spanish word meaning “getting better all the time” and it reflects Patrick and his firm’s approach as they advise top organizations and high achievers, helping them clarify their direction, focus their efforts and execute to reach the right results faster. The Mejorando Group’s clients include a variety of public sector organizations throughout the nation.