Design Your Own Customer Experience
In my recent AEE Learning Circle, “Casting Customer Service: The Theater of Audience Experience,” I had the privilege of joining 15 Chicago arts organizations to explore ideas ignited by Denis Weil’s Open Forum about designing a strategic customer experience.
Weil shared with us McDonald’s methodical approach to crafting every moment of a customer’s interaction, from the decision to go to his restaurant, to well after digestion. This idea of total immersion is key to the company’s success. By shifting things small and large, they are able to drastically effect the customer journey without ever altering the quality of product. Weil recalls that a redesigned McDonald’s could elicit a satisfaction rate for their food 25% higher than others stores. The burgers were the same, but somehow they tasted better.
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Register Now!Past Blog Articles
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Customer Service Data Management Diversifying Audiences Grants Internet Marketing Itinerant Companies NAMP Psychographics Research Return on Investment