Images of Customer Experience™

This RSVP Design toolbox contains three copies of 16 carefully designed and selected images that have been drawn in an attractive cartoon style. They are designed to raise interest in, and discussion around, the feelings that we experience as customers when we receive service that is ’noticeable’, whether because it is particularly good or particularly bad. The images are deliberately designed so that participants have to think about them and what meaning might be associated with them - they are open to interpretation. However, each was created to represent a feeling or an emotional response and so they have been titled with a word that represents that emotion: examples are:

• Disappointment
• Ignorance
• Inclusion
• Delight

Use Images of Customer Experience to generate discussion around existing Customer Service Processes and to generate new ideas or solutions to problems, engaging everyone in identifying and understanding a wide variety of positive and negative customer emotions.

These materials will work with groups of between 4 to 12 people, either as an introductory activity to sensitise delegates to a range of customer service issues, or for a more focussed development of customer service processes, or issues within teams and organisations.

 Images of Customer Experience is also used in our Working with a Customer Focus Workshop

Customers who have purchased Images of Customer Experience include:
Adalta Development , Autoglass, Brewery Arts Centre, Chinese Culture University, Taiwan, IMD, Switzerland, LF Europe, Loughborough University, National Construction College, Office Depot, Olive Strachan Resources, Renfrewshire Council, U Flourish, University of St. Andrews,