Experience in an Environment of Fear

Posted by Joseph Michelli, Ph.D. on September 12, 2011

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Since 2001, I have travelled many times on September 11th. This weekend, however, my travel felt different. From my origin location Denver International Airport through my connections and ultimate destination, travelers appeared anxious and/or apprehensive. In fact, each time we touched down the passenger cabin’s erupted into applause. It seemed as though people had a nagging concern about the risk they were experiencing by traveling on the 10th anniversary of a day that had international significance.

Whether it is a flight on September 11th or a small online transaction on any other day of the year, customers want safety and ease. They want their personal information, physical well-being, and dignity protected in all service experiences. While not a sexy part of customer experience design it sets an essential foundation on which all other experiences can be built. How safe is your experience in this global landscape of fear?

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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