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THE EXCEPTIONALLY HUMAN VISITOR EXPERIENCE

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Page 1: THE EXCEPTIONALLY HUMAN VISITOR EXPERIENCE johari window model shapiro every interaction matters . shapiro every interaction matters . shapiro every interaction matters . exceptionally

THE EXCEPTIONALLY HUMAN

VISITOR EXPERIENCE

Page 2: THE EXCEPTIONALLY HUMAN VISITOR EXPERIENCE johari window model shapiro every interaction matters . shapiro every interaction matters . shapiro every interaction matters . exceptionally

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39% !

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? ?

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Airlines ≠

Museums

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VALUE ZONE

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VALUE ZONE “Theplacewherevalueistruly

createdforthecustomer…thiszoneliesintheinterfacebetweenthecustomerandtheemployee.”

VineetNayar

Page 10: THE EXCEPTIONALLY HUMAN VISITOR EXPERIENCE johari window model shapiro every interaction matters . shapiro every interaction matters . shapiro every interaction matters . exceptionally

COMMUNICATION

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Aristotle

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TRUST

EMOTIONS

REASON

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TRUST

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TRUST What about a person’s

communication allows you to experience them as being

trustworthy?

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EMOTIONS

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EMOTIONS What about a person’s communication

facilitates you having a positive, negative, or neutral emotional

experience?

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REASON

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REASON What about a person’s communication allows you to experience them as being

reasonable/rational?

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TRUST

EMOTIONS

REASON

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OUR COMMUNICATION

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COMMUNICATION COMPETENCE

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TRUST

EMOTIONS

REASON

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It’s about THEM

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It’s about THEM

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It’s about THEM

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5% OR

3X/DAY

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Page 31: THE EXCEPTIONALLY HUMAN VISITOR EXPERIENCE johari window model shapiro every interaction matters . shapiro every interaction matters . shapiro every interaction matters . exceptionally

THE EXCEPTIONALLY HUMAN

VISITOR EXPERIENCE

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