Designing Luxury Experiences
There was a period when attracting new customers relying solely on the greatness, the performance and the trustworthiness of a product, was the primary focus of any brand or business striving for success. Nowadays things have changed significantly, with a highly performant product standing alone not to be considered enough.
In luxury, according to Kapferer, a luxury product must couple with the service in order to emerge into a holistic and deep emotional experience savoured by the customer. Hence, rather than only placing a strong emphasis on selling and promoting an object/product, the new breed of forward-thinking businesses’ concentrate on designing the ultimate customer experience map as an important part of their entire business model.
The customer experience design encompasses the set of choices which the company should incorporate when developing and overseeing the customer touch-points in a manner that promotes the formation of a satisfactory client experience. This suggests that tangible and intangible elements of service should both be integrated under the customer service environment so as to achieve a strong emotional connection with the consumer.
The greatness of a luxury experience lies in personal interpretations, which in fact means that the power of choice and level of involvement in the design process is a factor that greatly influences the actual or intended experience approach.
Why Experience Design Is Important
In modern times, businesses are given the chance to differentiate themselves in more significant ways by concentrating on orchestrating and building a meticulous experience. Firms that provide excellent client service can not only grow their gross margins by over 26% but also accomplish cost savings of 15% to 25% and revenue growth of 5% to 10% percent in a couple years – while also improving staff morale and streamlining their entire business process (McKinsey, 2016).
Similarly, understanding the customer journey may inspire and drive the organization in integrate innovation, vitality, and a human face to their plans or strategies. Designing experiences that would raise awareness and distinguish oneself from the competition is the primary hurdle for firms, hence the importance of the experience-based service design route lies in grouping many components, such as senses, feelings, interpersonal relationships, inventions, and morals together.
The experience providers pay a key role in manipulating four areas of experience design, such as the individual touch-points and interactions, the entire experience mapping, the physical setting and the social context and they do that by utilizing their knowledge and skills and ultimately their emotional intelligence abilities.
Who Are The Experience Designers
Luxury experience designers are experts who are committed to delivering exceptional and distinctive experiences for customers in a wide range of fields within the spectrum of luxury. These professionals frequently interact with elite and ultra-wealthy customers who are on the constant hunt for exclusive and personalized experiences that go ahead of what is usually provided. In order for the experience creators to generate personalized services that satisfy or surpass their clients’ preferences, they extensively engage with them to fully comprehend their interests, needs, and aspirations. A great set of skills must be acquired here: outstanding interpersonal and communication abilities, authenticity, creative thinking, eye to detail, cultural awareness, and a thorough knowledge of the luxury sector and its latest developments. Accumulating different choices and offering various options and decisions is part of every business’s strategy for developing and operating a high interaction with their clients, therefore the experience designers must be able to ensure the excellent client experience is offered consistently.