Far from being the prerogative of certain industries or certain people within the company, they especially benefit from being better known and adopted in an era of services where the customer experience now makes ALL the difference.
Last February, I participated in the lunchtime conference organized by the Desjardins Lab and given by innovation coach Joyce Bouchard. A conference that particularly appealed to me. An outstanding popularizer, Ms. Bouchard deconstructed and demystified one by one all of these approaches before showing us how they could be integrated into our strategic thinking.
Here's what I got out of it, hoping it inspires you too!
Far from being the prerogative of certain industries or certain people within the company, they especially benefit from being better known and adopted in an era of services where the customer experience now makes ALL the difference.
Its leitmotiv: all these practices can coexist and be adopted. Why are we seeing them more and more now? Because we no longer have the choice of integrating them if we want to adequately meet the needs of an increasingly demanding clientele. Humans now have a central place in all the products and experiences we create. These approaches precisely create this opportunity to get closer to our customers to offer them something that has ultimate value: meaning.
During her conference, Ms. Bouchard gave us a 101 course on these innovative approaches before explaining their relevance to us in any reflection.
(warning, scholars, do not jump for joy. Quick explanations)
All of these approaches aim to respond to problems and find adequate solutions. They are completely complementary from the moment we question ourselves on the best way to proceed and deliver a product (or service) that best meets the expectations of the customer. They start from a principle: the customer is part of the solution. Sometimes called practices, approaches, methods, they are, above all, ways of thinking that involve reassessment and an active response review.
You just need to know how to use the right approach at the right time! So, what do they really enable?
Nothing better than a scenario to understand not only how these approaches can overlap with each other, but especially to realize their usefulness for whoever wants to create a memorable experience for its customers, devoid of any irritant that would have the opposite effect from what you originally wanted.
The issue? too long of a line-up for a full-day event and impatient customers.
The first thing to do so that this situation does not happen again is to put yourself fully in the place of the visitors, to understand exactly what they are experiencing and the emotions they feel at each step (or minute that passes). You have to completely rethink the experience upstream.
In your team, you must all reflect together on the issue posed by this experience (which you did not necessarily anticipate and which can have, until then, unsuspected consequences). Waiting can become a serious irritant (impatience, discomfort, etc.) and cause your client to feel upset, angry, lost or abandoned. When they could very well feel happy, safe, assisted or pleasantly surprised.
In this exercise, each of the approaches has its place. Just a matter of prioritization… and common sense!
All industries combined, there is an increasing interest in these approaches because they put the bottom line customer at the centre of all decisions. The tourism industry is no exception. All business sectors face the same challenges: an increasingly demanding and unfaithful customer. This reality requires that we go beyond ourselves in the way we design our products and services to offer our visitors an experience that makes sense to them and for which they will come back.
More than simple problem-solving techniques, they are the foundation of modern working methods, and without forgetting... the inseparable aspects of a successful customer experience.
Do you want to discuss these approaches with us? Email me
To (re) watch the video of the conference.
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READ MOREFar from being the prerogative of certain industries or certain people within the company, they especially benefit from being better known and adopted in an era of services where the customer experience now makes ALL the difference.
Last February, I participated in the lunchtime conference organized by the Desjardins Lab and given by innovation coach Joyce Bouchard. A conference that particularly appealed to me. An outstanding popularizer, Ms. Bouchard deconstructed and demystified one by one all of these approaches before showing us how they could be integrated into our strategic thinking.
Here's what I got out of it, hoping it inspires you too!
Far from being the prerogative of certain industries or certain people within the company, they especially benefit from being better known and adopted in an era of services where the customer experience now makes ALL the difference.
Its leitmotiv: all these practices can coexist and be adopted. Why are we seeing them more and more now? Because we no longer have the choice of integrating them if we want to adequately meet the needs of an increasingly demanding clientele. Humans now have a central place in all the products and experiences we create. These approaches precisely create this opportunity to get closer to our customers to offer them something that has ultimate value: meaning.
During her conference, Ms. Bouchard gave us a 101 course on these innovative approaches before explaining their relevance to us in any reflection.
(warning, scholars, do not jump for joy. Quick explanations)
All of these approaches aim to respond to problems and find adequate solutions. They are completely complementary from the moment we question ourselves on the best way to proceed and deliver a product (or service) that best meets the expectations of the customer. They start from a principle: the customer is part of the solution. Sometimes called practices, approaches, methods, they are, above all, ways of thinking that involve reassessment and an active response review.
You just need to know how to use the right approach at the right time! So, what do they really enable?
Nothing better than a scenario to understand not only how these approaches can overlap with each other, but especially to realize their usefulness for whoever wants to create a memorable experience for its customers, devoid of any irritant that would have the opposite effect from what you originally wanted.
The issue? too long of a line-up for a full-day event and impatient customers.
The first thing to do so that this situation does not happen again is to put yourself fully in the place of the visitors, to understand exactly what they are experiencing and the emotions they feel at each step (or minute that passes). You have to completely rethink the experience upstream.
In your team, you must all reflect together on the issue posed by this experience (which you did not necessarily anticipate and which can have, until then, unsuspected consequences). Waiting can become a serious irritant (impatience, discomfort, etc.) and cause your client to feel upset, angry, lost or abandoned. When they could very well feel happy, safe, assisted or pleasantly surprised.
In this exercise, each of the approaches has its place. Just a matter of prioritization… and common sense!
All industries combined, there is an increasing interest in these approaches because they put the bottom line customer at the centre of all decisions. The tourism industry is no exception. All business sectors face the same challenges: an increasingly demanding and unfaithful customer. This reality requires that we go beyond ourselves in the way we design our products and services to offer our visitors an experience that makes sense to them and for which they will come back.
More than simple problem-solving techniques, they are the foundation of modern working methods, and without forgetting... the inseparable aspects of a successful customer experience.
Do you want to discuss these approaches with us? Email me
To (re) watch the video of the conference.
Retrouvez ici les contenus partagés dans notre Infolettre thématique Septembre 2023
LIRE PLUSDans notre précédent article sur les aires protégées, nous avons démystifié le concept et dressé un état des lieux au Canada, Québec et Nouveau-Brunswick. Ce second article approfondit le lien entre tourisme et aires protégées. Découvrez pourquoi une certaine activité touristique ou récréotouristique est nécessaire dans les aires protégées et comment en limiter les impacts négatifs.
LIRE PLUSRetrouvez ici les contenus partagés dans notre Infolettre thématique Juin 2023
LIRE PLUS