Reflect- Digital Concierge Title
January 29, 2017

The Digital Concierge

How Wayfinding Signs Are Reinventing the Customer Experience!

We love our customers, so naturally we want them to love us in return. That’s why we invest in tools that make our customer interactions easy and memorable – not to mention different enough from the norm to intrigue them and bring them back for more.

All of that’s easy to say, but what does it actually mean?  What does standing out from the pack look like in practice?  Simple:  we move beyond meeting expectations and focus instead on solving problems, anticipating needs, and delighting our customers with what they didn’t know they wanted.  I don’t know about you, but if I get what I want plus a little extra, something I didn’t even know I wanted, I’m pumped! And I let people know it.  That’s the kind of word-of-mouth you can’t buy.

Alright, that’s all well and good.  But let’s define our terms.  When I say “meeting expectations,” I’m referring to how brands respond to the common needs of their customer.  For instance:

“Where can I get a cup of coffee?”

“Which aisle has the red couch I saw advertised on TV?”

“Are there any new shirts in stock I might like?”

Answering questions like these are useful stuff, but nothing that’s going to set the house on fire.  That’s just meeting the immediate need; if you want to create long-lasting relationships, you’ve got to over-deliver.  And to do that you’ve got to know your customer as well as you know yourself.  Their behaviors, desires, needs, and passions – lock it down and you’ll be delivering personalized experiences that transform a transaction into something truly meaningful.

That’s the core of wayfinding.  We designed wayfinding tools to turn the customer experience into something truly special.  Wayfinding signs direct people to where they need to go, minimizing any frustrations along the way. Wayfinding signs are a tool, a cog in the customer experience wheel that helps deliver a seamless and cohesive customer journey.

When and how to use digital wayfinding, how to measure and interpret results, who is doing this well

In this blog series we will dig into the following areas:

  1. When and how to use digital wayfinding signs
  2. How to measure and interpret the results of a wayfinding sign project
  3. Who is doing this well (It’s not just a map anymore)
  4. How wayfinding sign technology is evolving

DOWNLOAD Full Whitepaper

CLICK HERE for more information on author, Mason Page.