Don't just design them but...LIVE your experiences

🛫Airports are RIPE for #CustomerExperience observations. My return to business travel has my mental notepad full!

👀This week got me to thinking about how it’s VITAL to LIVE your designed operational experiences to understand how they impact your customer’s experience

📢It is a good idea...and was a good process choice...to ask gate agents to make announcements that are informative to the people waiting in the gate area

⏳It is a good idea...and was a good process choice...to have flights arriving/departing at the same time to be close to each other to optimize ground, catering and other crew functions

🏃‍♀️It is a good idea...and was a good process choice...to try and let late passengers know that the gate is about to close...and broadcast that announcement in others areas of the terminal, not just the gate

🔊😭But...blend all those together? Yeah...you’ve all experienced it. Cacophony. Passengers have no way of understanding what is being said. It creates confusion which often...guess what...then prompts the passenger to ask questions of the gate agent. Bad #CX and bad #EmployeeExperience

👐That’s why it’s so important to get out there and LIVE your customer experience. The ingredients might all be wise and good but the meal that’s made with those ingredients might be toxic.