Customer Human Engineering is based upon building authentic values that are effectively communicated, demonstrated and applied to our customers via human connections to make them feel welcome to our organization, our products and services. If you truly take care of your customer, your customer will take care of your organization and your brand.

1. FALLING IN LOVE WITH YOUR CUSTOMERS
CUSTOMER HUMAN ENGINEERING

2. Customer Human Engineering
• Customer Human Engineering is based upon building
authentic values that are effectively communicated,
demonstrated and applied to our customers via human
connections to make them feel welcome to our
organization, our products and services.
• If you truly take care of your customer, your customer
will take care of your organization and your brand.
• As a result, a client will fall in love with your organization
& brand.

3. Customer Human Engineering.
• Hospitality describes a social relationship – that of
host and guest – that exists in all human societies.
• Hospitality and Shangri-La represents a good
example of customer human engineering and
excellence in customer experience.
– “There's no greater act of hospitality than to embrace a
stranger as one's own. Welcome to Shangri-La. “

5. Customer Human Engineering Blueprint
• Philosophy
– Care Authentically about your customer needs
• Culture
– Culture of service.
• Vision
– Build relationships based on trust to become the first choice.
• Mission
– Deliver awesomness and excellence throughout the whole
customer experience journey.
• Core Values
– Honesty, Trust, Excellence, Service, Humilty.

6. How to deliver a remarkable experience?
• A culture of service allows to build a team able to deliver
memorable experiences.
• A customer in any sector is like a guest in a luxury hotel.
• All the customer journey experience from step 1 , even
before they call or email us has to be based on excellence
and a culture of service.
• The customer management process needs to be aligned
with the customer needs and emotions.

7. How to deliver a remarkable experience?
• Example: Alila Hotel Resorts aligns with their
customers who love art and design offering resorts
that are are designed to inspire the guest, using local
fabrics, art and culture, giving them ideas that they
can take home.
• “It is these kinds of heightened, emotional
experiences that guests take back and talk to their
family and friends about, rather than trinkets they
can buy on the street.” Mark Edleson CEO Alila Hotel
Resorts

8. How to deliver a remarkable experience?
• Example: Fairmont Hotels
– Culture of Service
– Management Authentically passionate about
offering the best experience reasonably
possible.
– Friendly Staff
– Satisfying personal and emotional needs.

9. It s all about quality.
• One step a time creates quality .
• Attempting to do what you did not do in a year in one day equals to
bad customer experiences.
• Do not release new “features” without offering excellence.
• When Kodak tried to join the social media dialog and decided to
“bake” every possible feature in a camera releasing it without the
right quality the result was worse than if they had kept with the
strategy of incremental upgrades.
– http://www.motivelab.com/2009/09/11/kodaks-social-media-
strategy-backfiring-already/#sthash.DocMkUoJ.dpuf

10. From customer to engaged evangelist.
• Welcome your customers like a guest in a luxury hotel.
• Deliver a journey of excellence.
• Get more than a customer.
• Create raving and engaged brand evangelists.

11. What customer experience do you offer?
• Consider your brand like a luxury hospitality brand.
• Consider your company like a luxury boutique hotel.
• How would you like to experience a luxury hotel?
• What experience are you offering to your customers?

12. Delivering Awesomness
• Extraordinary hospitality is about sharing the best of you.
• Extraordinary customer experience is about falling in love
with your customer.
• How are you offering service to your customers?
• How could you serve better your customers?