A few tips on Customer Experience Consultancy（有几条建议可以帮助客户体验）.pdfVIP

A few tips on… Designing your customer experience Designing your customer experience Customer experience design is not about scripting your people, We lay the stage or prescribing exact behaviours for each guest’s at every point. own piece of “ interactive theatre. It’s about creating the right environment, with the right ‘back-stage’ support and technology and then enabling it’s about creating your people to facilitate an experience that will be valued an environment by your customers. and atmosphere We advocate a concept called ‘Loose/Tight’. Most organisations are that is quite special very ‘loose’ when it comes to what their brand stands for and the kind of and then acting as experience they wish customers to have, but very ‘tight’ when it comes facilitators for to telling employees how to behave. our guests’ own Brands that deliver great experiences usually reverse these two, being out-of-the-ordinary very ‘tight’ about what the brands stands for and the experience they wish to create but quite ‘loose’ in allowing their people freedom in how they experience satisfy their customers. Ho Kwon Ping But how can you design a customer experience that achieves this? Chairman Banyan Tree Hotels and Resorts Can customer experience even be designed? Designing your customer experience