The customer experience: What zoos know and what we can learn from them

Just read A Zoo Visitor’s Guide to Customer Experience and Performance Chain Excellence by Linda Ireland and Chris LaVictoire Mahai.

I liked the post on multiple levels.

First of all, I’m a sucker for zoos. Fort Worth, from where I just moved to Colorado Springs, has an incredible zoo.

And I love—and am totally dependent on—those maps they give you at the gate.

And zoos, good ones anyway, know how to do customer service, which has been a passion of mine for a number of years.

As I read the piece I found myself moving back and forth between two of my worlds: Graphic Design (my own business) and Customer Service (my day job).

From the article’s “what you’ll learn” intro:

  • Five customer experience lessons from a zoo map
  • How to successfully balance performance and customer experience needs

Pretty cool stuff. Read the rest here.




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