Pine & Gilmore Certified Expert


The Experience Makeover™ is comprised of a six-phase experience design methodology to utterly revamp an existing customer “experience” and inculcate transformation. The Experience Makeover renders educational experiences, namely designing and facilitating seminars, workshops, on-site training, individualized training and company-specific training to improve front-line service and customer experience.

· Define: Objectives Decide on what improvements to make, agree on who the audience is, prioritize, determine what will make the training curricula successful, and establish a glossary of terms.
· Explore: History Review history of the existing training, collect examples or other attempts, talk to the thought leaders and end users, build consensus.
· Seek: Ideas Identify content and touchpoints. Determine needs and motivations of end users, generate as many ideas as possible to serve those intended needs, log brainstorming without judgment.
· Invent: Prototypes Combine, expand and refine ideas. Create multiple drafts, seek feedback from a diverse group of people – including end users, present a selection of ideas for the training curricula and maintain neutrality.
· Garner: Training Platform Choose the most powerful idea, assign tasks, implement and provide the deliverable, as training curricula.
· Navigate: Transformation Gather feedback from the client and end-user, determine if the training curricula met its goals, discuss what could be improved, measure success.

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Pine and Gilmore Certified Experience Economy Expert