2018 SIR Annual Conference and Exhibit Fair

The most memorable moments in life are the best, the worst, and last moments of an experience. Most of the in-between gets forgotten. In most businesses, especially service-based ones, magical moments happen. Someone goes the extra mile to make a person feel extra special on the other end. But, why wait for chance to make these experiences happen…plan for them.

Magical moments are genuine interactions with customers that bring unexpected value in a moment and draw them emotionally closer to your company. Through the use of a variety of research methods, including journey mapping, empathy mapping, ethnography, qualitative sessions, and design thinking, customer experience plans are designed to inspire and enable employees to create magical moments for customers. When systems or processes are difficult to fix and cause pain points, consider magical moments.  When tough and exceptionally great conversations are happening with customers, consider magical moments. Using research to anticipate and guide purposeful plans requires a little science, a little creativity, and a lot of heart.