My accidental business
Nic McClanachan, Founder & CEO
Human Experience started quite by accident in 2016. At the time I was the Founder & CEO of Human Tribe, which was all about maximising the performance of people within business. Two of our long term clients asked me in June of that year “would you consider doing some mystery shopping for us?” To this day I can’t tell you why I said yes, but I’m very grateful now that I did.
Over the next couple of years, we worked with these two clients to perfect our systems, train our shoppers and provide our clients with valuable feedback. Other brands heard about the work we were doing and we started bringing on more clients.
We love catching people out doing the right things - it means our feedback cycle is working. And where someone didn’t get it right in that moment - the Managers can have a valuable coaching conversation to help improve performance.
Over time we’re able to offer our clients extremely valuable data - what elements of the service that their team is delivering is driving results? Where should the focus be?
In June 2019, I stepped back to a Founder role with Human Tribe and decided to put 100% of my energy into Human Experience. It’s an exciting time at Human Experience, we’ve got an incredibly talented team, a brilliant tribe of shoppers across Australia and New Zealand and some amazing brands that we are working - all of whom are passionate about service and results.
What I love most about this business is that over time, we get to see how the work we do shifts the behaviour of team members, which then changes the results of the business.