Impeccable Impressions

Customer Experience Tip #1605

“Service surrounds us. It’s the relationship between your organization and the people you serve. And while you can’t force people to feel a certain way about your brand, you can design your service to create the experiences and impressions you want your customers to have.” –Melanie Bell-Mayeda & Ilya Prokopoff, IDEO U


  1. I take this to mean that it’s important to set customer expectations. By shaping the expectations in advance as much as you can then the experience is far better off. These days, I try to do that with constant communication.

  2. That’s certainly an important element, Ryan. Thanks for sharing your thoughts.

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