Designing the Customer Experience
Publisher/Sponsor:
Abbott Research and Consulting
Author:
Abbott, Susan
This presentation focuses on ways to think about and
understand the experience of parks and recreation users. Experiences
live inside people, so they can't be influenced directly. Each person
brings a unique history with them to a property. And they bring
the 'wiring' all human beings have, which influences their
experiences. Then they interact with people, policies and
procedures, marketing and communications, and every other element
from the parking line-up to natural environment. All these elements
combine to create emotions, memories, and an overall sense of
value. You can learn to use the elements of experience the way a
designer uses colours and textures to create amazing experiences,
positive memories and long-term loyalty.
Presentation from the 2009 Alberta Recreation and Parks Association Conference & Energize Workshop.
Publication Date:
2009
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