Designing the Customer Experience


Abbott Research and Consulting
Susan Abbott

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.

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