I took my client on a field trip to the Apple store today – Customer Experience Design Strategy

Barnes and Noble Field Trip 2

This morning I took a team from one of my client’s branches on a field trip. We’re working to create the best possible customer experience in my client’s organization and I believe one way to achieve this goal is to learn from the best. So, I got everyone out of the office and we went to the Apple store and Barnes and Noble.

Before the fieldtrip, I gave the team a list of questions and observation points so that we’d make the most productive use of our time. At the Apple store, my team observed greeting upon store entrance, analyzed employee interactions and even got to see an Apple employee eloquently handle a not so happy customer. After the fieldtrip, we met in a circle in the mall and discussed our observations and explored ways they can take back some great ideas and adopt and apply them in their organization.

Apple store field trip

We left Apple and headed across the street to Barnes and Noble. The people at Barnes and Noble were so gracious and allowed us to explore, take up a lot of space, meet to discuss our observations and they even let us take photos. My team really walked away with a lot of customer service insights from Barnes and Noble.

Barnes and Noble Field trip

I love what I do! It’s great to make customer experience training and consulting hands-on, relevant and even fun.

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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