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Want to create service experiences your customers RAVE about? The kind that makes your organization STAND OUT globally?
Here’s a secret, not many know… You have to DESIGN those experiences for EVERYONE… not just for certain customers.
Why?? Because we’re all in this together!
If your customers are surrounded by stressed, tired, frustrated, or unhappy people, it affects THEIR experience! Even if they receive great service from your staff.
That’s why restaurants sometimes provide games, crayons, toys, or play areas for diners with children. Because if the kids are happy… everyone ELSE will be happier, too.
Watch the video to see LOTS more examples from my clients at Changi Airport… and discover how YOU can start designing customer experiences that SHINE.
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Below is an Autogenerated Transcript
Changi Airport, number one in the world. What are they doing? Running an airport. Sure. But they’re making your experience something incredible. Changi Airport installed a sleeping area. Why did they do that? Have you ever seen someone sleeping on the floor in an airport? How did you feel? Not so good, right? So the sleeping area is not just for the sleeper. It’s for all of us and our perception of the service provider, Changi International Airport. World’s largest indoor slide, or Singapore’s in the transit area. Why? So if you’ve got an eight year old kid and 5 hours to kill on a layover between London and Sydney, you want your eight year old kid to burn energy. Go up, go down, go up, clown. Go up, go down. Why? So on the next flight, the kid will do what? And who values that? Everybody. My wife makes me do it. Butterflies in an airport. Surprising. Incredible.Stress-free. Koi fish pond because they know people want to take pictures. Culturally it’s prosperity and longevity and good success and good life. and of course, they’re going digital.
So now in Terminal four, you can pass through from getting off at the counter to taking off on the runway and never actually need to interact with a human. The people are around to help but the technology smooths the flow. But still, it’s serving human beings. So Jewel has now opened up at Changi Airport with the largest indoor waterfall in the world and a complete forest for you to go and relax and enjoy yourself at the airport. What are you doing with Swift? What are you doing with your customers? You’re handling financial transactions, of course, but what’s the experience you’re creating?
Not just for your customers,What about for your employees? What about your colleagues? What about your partners in other parts of the business? Changi Airport knows that that experience has to be by design, and you have to work on that, too. When you’re trying to improve customer experience, you need a lot of new ideas so that you can look at them, evaluate them, choose a few, give them a try, see what works, and then come up with more new ideas.
You’ve got to unleash this appetite for unbelievable right from the bottom all the way through the organization.
