Human Experience Strategy
I work on the distance between what organisations
promise and what people actually experience.
I call it the Promise Gap. It is where trust is won or lost, where retention is decided, and where reputation is now being written.
Shehzad Bhanji is a people and experience executive working at the convergence of employer brand, employee value proposition, employee experience and customer experience. Twenty-five years across financial services, global agencies and the care sector, in Australia, the Middle East, Asia, Europe and Africa.
The architecture
One tension, followed all the way through.
A promise is made. An experience is lived. Evidence reveals the difference between them. What the organisation does with that evidence determines the outcome. Every perspective I write sits somewhere on this chain.
- 01PromiseWhat organisations say. The EVP, the brand, the expectations set.
- 02ExperienceWhat people actually live. The moments that matter.
- 03EvidenceWhat the gap reveals when you listen rather than count.
- 04ResponseWhat the organisation does when the evidence arrives.
- 05OutcomesTrust, retention, service, reputation. The consequences.
The library
Fifteen perspectives, one continuous argument.
The Promise Gap
An EVP is the promise an organisation makes. Experience determines whether people stay.
Read the perspective →Moments become stories
Eleven years of loyalty, built on one Tuesday afternoon. Reputation is not made by communications. It is made by moments.
Read the perspective →Counting versus listening
Your engagement survey isn't listening. It's counting. And when the score dips, most organisations change the survey.
Read the perspective →