One of our core values at Ascend Business Strategies is Create Moments of Magic: We strive to serve internal and external clients to ensure the BEST experience.

In business today, products can be copied.

Pricing can be matched.

Processes can be duplicated.

But the experience people have with your business is what truly sets you apart.

Experience drives loyalty.

Back in the early nineties—man, I sound old—we had customer service expert Shep Hyken come speak to our team about his book Moments of Magic. That talk and his message have stayed with me for decades.

The idea was simple but powerful: when we intentionally create moments of magic, customers and employees will often exceed our expectations.

People remember how you make them feel.

They may forget the details of the transaction, but they will not forget the way your team served them, listened to them, or made their day easier.

Those moments create trust.

Trust creates loyalty.

Loyalty creates long-term success.

The other side of the equation is what Shep called Moments of Misery.

These are the moments when communication breaks down, expectations are missed, people feel ignored, or service becomes transactional.

Too many moments of misery will cause a business to fail.

Customers leave.

Employees disengage.

Vendors lose confidence.

Culture suffers.

That is why creating great experiences is not just a customer service strategy—it is a business growth strategy.

The businesses that win long term are the ones that consistently create memorable experiences for everyone they serve, both externally and internally.

​Here are three practical action steps your members can apply immediately: