The experiential challenge in
1976, Dr Michel G Langlois’ continuous research in the field of
services revealed that the medium is the
service. Service organizations are indeed
mediums creating memorable experiences for the customers.
In light of this, Dr Langlois and his team opened a
whole new path of research in the understanding of service
organization management by introducing concepts like experitecture and
Experiential Leadership Management (ELM).
researches proved that the notoriety of a service organization is in
direct relationship with its ability to create an emotional link with
the customers. This relation is based on precise experiential quality
elements put together in the 5 key-factors of the
quality grid developed by professor Langlois. The positioning and
management of experiential quality starts with the establishment of an
experiential leadership system lead by the personnel and the managers.
Experiential leadership is focused mainly
on the customer.
Of the 5 key-factors found in experiential quality,
experiential client leadership is one of the most crucial. Dr Langlois
and his team’s research allowed to point out and validate the 5 power
zones of personnel experiential leadership in services.
This enabled the development of a unique approach for better command
of these five personnel powers, based on 25 triggers of memorable
experiences, in order to ensure greater emotional comfort and better
control of one’s leadership in action, that is: the two mediating
powers of leadership (the power to create enthusiasm and pleasure; the
power to manage harmony and neutralize anxiety), as well as the three
powers of leadership in action (the power to
and inspire credibility; the power to
and lead to action; the power to
Anchor and create memorable experiences. These three powers, called SOA,
are conditioned by a personnel profile of experiential comfort
appropriate for each individual and measured by a personnel profile.
A greater command of the five personnel powers of
efficient service leaders can transform front-line professionals with
client contacts, as well as organization managers in
Memorable Experience Leaders (MEL) by increasing their transactional
performance. Personnel transformation programs are grouped into an
exclusive personnel development system called
(Experiential Leadership), which falls into six categories tailored to the
specific needs of organizations: