Professional Documents
Culture Documents
CUSTOMER
EXPERIENCE
STEPHEN H. HAECKEL, LEWIS P. CARBONE & LEONARD L. BERRY
GROUP MEMBERS
● SHAISTA IJAZ
● ZAIN RAUF
● HUSSAIN ALI
● UZAIR
● RIDA MUMTAZ
INTRODUCTION
• ‘Total Experience’ means the feelings customers take away from their
interaction with a firm’s goods/services.
• Companies now apply customer experience management principles to
strengthen customer preference and improve business outcomes.
INTRODUCTION
• Goods and services emit clues, along with the physical environment in which
• The other stimulates the brain’s emotional circuitry and evokes affective
responses.
and humanics.
Customer Experience
Three basic fundamental principles that provide a foundation for creating distinctive customer
value through experiences
Experiential breadth refers to the sequence of experience customers have in interacting with an organization. Depth
refers to the numbers and diversity of sensory clues at each stage.
Humanics and mechanics clues can be introduced to enhance goods or service functionality. Mechanics and humanics
must be simultaneously addressed and blended with the functional clues.
Organizations with effective experience management system understand and respond to the emotional needs of their
customers.
MANAGING TOOLS
3. An Experience Motif:
Its is developed based on findings from the experience audits and the
organization's core values and branding strategy. Its becomes the foundation and filter
for integrating and reconciling all elements of the experience.
4. Clues:
Based on experience motif and other criteria, clues are developed and translated
into a blueprint.
CASE STUDY
• The health and wellness center by Doylestown Hospital. Its is one of the
healthcare care that consists of a combination clinic, health club and spa with
interactive health care designs.
• The mandate for new center is to incorporate medical specialties with full spa
and fitness center, an interactive learning center, a restaurant and a book shop.
• During the construction phase, senior hospital staff began applying experience
design.
CONNECTING EMOTIONALLY
• Emotional connection of Audit with patients while on their health and wellness
journey
• Interaction with Health and Wellness Center results in understanding
• Know your patients through the profiles sent from physicians and health
design service
• Understands your person`s needs for their treatment
• Specific conditions for patients according to their diseases
• Reward of coupon for the restaurant or bookstore after treatment – a
strengthening clue
INTEGRATING CLUES
• Healing gardens surrounding the building for meditation
• Fitness center and spa for patients with their special facilitates
• A bookstore with library and recommended web sites on disease management and
wellness strategies