Customer experience has a lot to do with design, but more to do with the people that execute it. Stepping up and embracing the moments that present unique opportunities are what turn ordinary occurrences into remarkable experiences.

A lesson from Exodus 3:1-4

1 Now Moses was tending the flock of Jethro his father-in-law, the priest of Midian, and he led the flock to the far side of the wilderness and came to Horeb, the mountain of God. 2 There the angel of the LORD appeared to him in flames of fire from within a bush. Moses saw that though the bush was on fire it did not burn up. 3 So Moses thought, “I will go over and see this strange sight—why the bush does not burn up.”
4 When the LORD saw that he had gone over to look, God called to him from within the bush, “Moses! Moses!” And Moses said, “Here I am.”

Moses was going about his day, taking care of business. What if Moses hadn’t stopped to embrace the opportunity that was the burning bush? What if he had been so caught up in the details of his flock to notice it?

What if he just passed it by?

Instead of burying his head in the sand, Moses embraced the moment and, despite his fear, stepped up and boldly stated,

Here I am.

It’s easy (and safe) to peddle along and cautiously move through the daily routine of our jobs. There’s not much that can go wrong, but we’ll almost never create anything remarkable.

Customers expect a lot, but they rarely expect you to step out of your normal routine and bravely say, “Here I Am.”