Author: Debbie Hemley
The impressions made on a customer, whether the business provides products, services or environments, are largely based upon the experience. We have expectations. We should be waited on, greeted, our call should be returned, the product shouldn’t break, the facilities should be clean, the food good and hot. We’re the customer. Right?
In their recent book, Subject To Change: Creating Great Products & Services for an Uncertain World, Merholz, Wilkens, Schauer, and Verba ofAdaptive Path, suggest the experiences are based on six distinctly human qualities:
1. Motivations: Why they are engaged with your offering.
2. Expectations: Preconceptions they bring to know how some things work.
3. Perceptions: The ways in which your offerings affects their senses (see, hear, touch, smell, taste).
4. Abilities: How they are able to cognitively and physically interact with your offering.
5. Flow: How they engage with your offering over time.
6. Culture: The framework of codes (manners, language, rituals, behaviors, norms and systems of belief within which the person operates.
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