Basic Experience Creation


On a recent project, my partner and I attempted to come up with a set of practices that we considered to be basic to the delivery of a good customer experience. While these practices would have to be tuned to produce any particular customer experience, they seemed to be basic enough to be broadly applicable.

  1. Start Strong
  2. Listen for the Target Experience
  3. Manage the Customer’s Wait
  4. Create Flashpoints
  5. End Strong

I will explain each of these practices in an upcoming post.