Dawn Michalak@dsmichal

Creating a Playlist for the Client Experience

History of the Mixtape

Classic Black & WhiteFull Image

Classic Black & WhiteFull Image

Classic Black & WhiteFull Image

iTunes Launches – 2003

• Access to all kinds of music• Easily move music into playlists

(“digital mixtape”)

Internet Radio Launches - 2006

Technology automates the mixtape!

• Access to all kinds of music• Choose the specific artist, song or

collection of songs based on theme or other preferences.

• Element of “surprise” based on preference

The Art of Creating a Mixtape or Playlist

§ Theme is the Foundation

§ Find the Right Songs

§ Presentation Counts

§ Feedback is Necessary

The Client Experience

EVERYONE IS TALKING ABOUT IT

The Truth About Customer Experience

“This is the customer’s end-to-end journey with you, not just

the key touchpoints or critical moments when customers

interact with your organization. Customer experience is the

cumulative impact of multiple touchpoints over time, which

results in a real relationship feeling, or lack of it.”

- Harvard Business Review

We Create Playlists with an Intent

to Craft the Experience for the

Listener.

We Create Playlists with

an Intent to Craft the Experience for

the Client.

STARBUCKS

Starbucks Mission Statement

To inspire and nurture the human spirit – one person, one cup, one neighborhood

at a time.

The Starbucks Mobile Experience

What Mornings Now Look Like

Interesting ColorFull Image

Mission Statement

Customer Research & Preference

Technology_______________________

Starbucks Playlist Creates

a Personalized Experience for Clients

FOUR SEASONS

Four Seasons Brand Purpose

“The reason for our success is no secret. It comes down to one single principle that

transcends time and geography, religion and culture. It’s the Golden Rule – the simple idea

that if you treat people well, the way you would like to be treated, they will do the same.”

– Isadore Sharp, Founder and Chairman

The Four Seasons External Experience

§ Superior accommodations

§ Lavish and luxurious surroundings

§ Access to amenities

§ Five star dining

§ Concierge services

The Four Seasons Internal Experience

§ Fortune 100 Best Companies To Work For

§ Highly structured onboarding program

§ Rigorous manager training

§ Training for specialized skill sets (culinary, spa and pastry)

§ Key benefit perks, including relocation

Purpose and Value

Culture

Training & Recognition

_______________________

Four Seasons Playlist Amplifies a Superior

Experience for Clients

We Create Playlists with an Intent

to Define the Experience for the

Listener.

We Create Playlists with

an Intent to Define the Experience for

the Client.

What is your playlist for the client

experience?