XM or Experience Management has been my official area of employment for the last 3.5 years. But really all activity is somewhere in these layers of experience.
Quick example: I am a prospective college applicant on a school’s website (interface) and interact with the tools there to fulfill my application. These tools are designed by UX staff. I continue my application journey and may need to talk to admins, counselors, support areas, etc. All these parts are ongoing CX overtime. I graduate and still am involved with CX as an alumni (think homecoming and giving campaigns). Then overarching all of this is the Brand Experience itself. The reason I may have picked this prospective college in the first place is because I had a positive brand perception. Maybe it was a sporting event, alumni interaction, commercial, reputation, social media post, etc. Over time my brand experience is enforced or eroded by my experiences. Thus, all of XM works together for the individual within the layers over time.
Now consider the modern church.
We have user interfaces for mobile apps like Church Center. We are deep in CX with Sunday programming, events, food, greeters, cleaning crews, outreach, etc. We strive for a positive brand presence even for those that pass by our buildings and even more so we extend ourselves on social media.
All this to say, the modern church and even the church in its infancy has always had experience management.
But what makes church different from business “customers”? Believers aren’t simply consumers of church experiences; we produce experiences in our lives everyday.
As a believer I experience God everyday through personal communion AND communion with others.
So when people say “I have never met a Christian like you” or “All Christians are …” consider why the Christian brand is unappealing or not to those perishing.
Yes you could improve your graphic design or mobile app but really people are struggling on the relational level.
Yes we need more laborers to support CX (which includes admin, volunteers, and ministry staff). But ultimately we need every believer equipped to be hands and feet of Jesus. A true encounter with God changes everything!
More than anything we need the real, working presence and power of God touching hearts and minds. ❤️😌 We have his treasure in these earthen vessels. Let’s equip ourselves to be salt and light not just amongst our own gatherings but in the world!
His Best Always,
Nita
it's Nita. 