As a geek on the Customer Experience I notice all the little things and take great delight in seeing good practice. A few days ago we decided to take members of the London Beyond Philosophy team to Disneyland Paris, as a thank you for all their hard work.
On the visit to the park, we rode the Haunted House. When we were half way around, the ride stopped. Rather than just a normal apology being played over the loudspeaker, the announcement said that a few ghouls and ghosts had got onto the ride, and it would be starting again when they had chased them out! The boring safety message had turned into part of the experience!
All too often we see many organisations put boring stuff into their literature. They hide behind regulators or legal departments. I would advocate a more human approach, like Disney. I am not saying it needs to be funny, clearly if you are a Funeral Director this could be inappropriate. So the message is don’t be boring! (unless your experience is designed that way J) For example, Virgin, when referring to the Credit card statements say, “What’s the damage” i.e. how much do you owe them. This is right in line with the message and their brand, slightly irreverent and informal. Maybe you could share both good and bad examples of this in this blog.
By COLIN SHAW | Published: JULY 24, 2008