How to Design Experiences that Exceed Your Customer’s Expectations
Shep Hyken interviews Ian Johnston, Founder of Quinine, a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.
“Our expectations aren’t necessarily set by our competitors. They are set by everything that happens in the world.”
“There are certain aspects of value that aren’t tied to price and quality. Virtues and how a company treats its staff are aspects of value that are gaining more importance for customers.”
“Look at your customer journey and find opportunities to add value so you can, not just meet, but exceed your customer’s expectations.”
“The moment of delight happens when you create the value gap, and your customers walk away from the experience thinking that they got more than what they paid for.”
Ian Johnston is the Founder of Quinine, a leading strategic retail design consultancy devoted to the power of design to drive innovation and growth. The consultancy helps brands create world-class social, cultural, and commercial experiences that enrich and delight their customers’ everyday lives.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA