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March 9, 2011

A New Month, A New Adventure

In this post, Ann reveals her spring adventure …

Ann Padley | Customer Experience Design

In the coming week we should see the temperature rise above40ËšF and there is a fresh (albeit imported) bouquet of tulips on my coffee table. With each new sign of spring I always find myself longing for an adventure. So this year, to celebrate my first spring with Blue Door Consulting, I’ve decided to venture into the complex world of customer experience design.
Customer experience design is a business/marketing strategy that focuses on the experience each and every customer has with a brand. Here’s an example: The Ritz-Carlton Hotel is widely known for their dedication to the customer experience; so dedicated in fact, that every staff member is ‘pre-approved’ to spend up to $2000 on a guest to ensure the customer has an exceptional stay. As a result, the Ritz-Carlton enjoys incredible customer loyalty and is a two-time recipient of the Malcolm Baldrige National Quality Award.
The Ritz-Carlton is just one of many great examples of customer experience design. I plan to share more about the business strategy behind some of the world’s top companies that have made their names by creating extraordinary customer experiences. I’ll dive into some customer experience design strategies, from employee motivation to brand development, that are used to create these experiences. And through it all, I’ll pinpoint key strategies you can use to start creating exceptional experiences for your customers.
Ann Padley, signing off. I’m off to help the world understand the complex customer experience, one blog post at a time.