If an organization can find ways to provide an experience unlike competitors, they command the space in their market. Our business and construction innovation experts assist clients with thinking differently about their current customer experience, so the building we construct supports the ideal experience. Building a new environment provides a once-in-a-lifetime opportunity to improve the overall customer experience. Our services focus strongly on capturing experiential clues and understanding customers’ experiences; not simply their view of the process—for instance, the speed and efficiency at which they travel through the system. Instead, we deliberately draw out the personal feelings a customer has at crucial points during their experience. We believe organizations that intentionally create experiences, which generate emotional outcomes, have tremendous customer loyalty and consistently outperform their competitors.
Through the use of over 40 tools such as Innovation Teams, Authors of Change and Rapid Access Prototyping, we explore and challenge what employees and customers really want and need to create experiences that exceed expectations.