Here at THESTARTUP.com, we have the honor and privilege of working with some amazing entrepreneurs and startups in our private virtual incubator. Danielle Torrez from Experience Global is no exception.
Torrez’s successes in the startup community and in her personal life have given her a unique perspective that we can all learn something from.
Luckily for us, she recently agreed to answer some of our questions and give us a deeper look into her business and entrepreneurial journey. We are so excited to share her answers and her insightful advice. Enjoy!
Describe your product/service.
At Experience Global, we deliver intelligent experience training solutions to healthcare and hospitality companies nationwide. Founded on the 5 Disney Principles of Service, we work with employees from maintenance to the C-Suite, driving cultural change that improves retention and creates repeatable and measurable customer experiences.
How did you get your idea or concept for the business?
One of our co-founders, Bruce Loeffler, was Disney’s first Service Excellence Coordinator. When he co-wrote the book The Experience: 5 Principles of Disney Service and Relationship Excellence, we realized the same foundational principles could be used to improve service in healthcare, hospitality and beyond. Once we wrote an in-depth training program and began to implement it, we decided to create technology that would make both external customers and internal employee experiences measurable. That’s how we came up with our proprietary assessments, Experience and Insperience Quotient and our AI powered, intelligent training platform was built!
What is unique about your business? What kind of problem are you solving?
Both healthcare and hospitality systems struggle to deliver positive experiences while improving quality, lowering costs and increasing revenues. The balancing act between efficiency and empathy, respect and returns, requires humanizing the care experience across the continuum. Unlike our competitors, we deliver customized and personalized training. That allows the organizations we partner with to build customer and patient trust, retain employees and drive quality outcomes.
What are your company’s goals? What are your plans for the future?
We recently released a new book called “INSPERIENCE“ which focuses on creating the exceptional employee experience on February 27, 2018. The release of our brand new intelligent analytics and training platform will happen early this year as well! This is a year of exciting new projects and we look forward to exponential growth.
When did you consider yourself a success and to what do you attribute your success?
This is a tough one. I’m an over-achiever so I struggle to feel like I’ve “made it” in any area. There are always new mountains to climb so as soon as I climb one, I set my sights on the next. Instead of measuring my life by professional successes, I choose to measure it by the depth and quality of my relationships. I’ve been blessed to be surrounded with an amazing family, a loving husband, super adorable children and many longtime friends. So, in that way, I feel very successful!
What were the main challenges you faced early on in your ventures? How did you push through? Do you still encounter them today?
My main challenge in EXP Global has been switching industries and gaining recognition and brand knowledge in what was very unfamiliar territory – primarily in the healthcare world. As a team, we have made huge strides in learning the healthcare industry and becoming intricately familiar with the people and specific challenges those in the healthcare world face. With time and persistence, our name and our product awareness has grown. This is an area we will continue to grow in.
What do you like the most and least about working in the startup industry?
I enjoy challenges and navigating in the unknown. Overcoming obstacles is my favorite thing about being a part of a startup. However, the unknown and all the crazy twists, turns and unpredictability of a startup can be very tiring and scary. There are times when you have to pick your battles and you feel like you are not winning at all…that’s my least favorite part.
Do you think that entrepreneurialism is something you are born with? Or is it something that can be learned?
I think it can be learned, but there are many natural “risk takers,” optimists and strategists who are born with a perfect entrepreneur skill set.
If you had one piece of advice to someone just starting out, what would it be?
Make sure you build in a financial cushion to be able to take you and your company through hard times. Whether you are in good or bad times, the key is to be okay with change or failure, learn quickly from any mistakes, and above all else…keep moving forward! You can do this!
For more information on how you can become a part of our private virtual incubator, check here.