Harmony at Work

First there was “Access”. Then came Universal Design. Harmony at Work is the evolutionary step that transcends mere functionality to create meaningful experiences that every customer can share in, together, in the same way.

Harmony at Work takes accessibility and universal design that next logical step to deliver an exceptional, or luxury, customer experience. It is both a design methodology, as well as an achievement that meets the needs of the broadest range of different customer’s abilities by first defining a provocative purpose, then designing a pathway to engage as many of your customers senses to include all of them in sharing that experience, together.

Harmony at Work is derived from the scientific field of neuroplasticity, how the brain shapes, and continues to reshape, itself, to consolidate stronger neural connections by interesting and engaging your customers in enjoyable activities (meaningful experiences). — “The Brain That Changes Itself,” by psychiatrist, psychoanalyst, and researcher, Dr. Norman Doidge.

This powerful neural connection amounts to superior customer loyalty. Everyone wants loyal customers. But loyalty comes from an emotional bond. Think of it in terms of your loyalties. Most assuredly your loyal to your family and friends because of your emotional connection with them.

This powerful neural connection amounts to superior customer loyalty. Everyone wants loyal customers. But loyalty comes from an emotional bond. Think of it in terms of your loyalties. Most assuredly your loyal to your family and friends because of your emotional connection with them.

More than half the typical customer experience is emotional. But, most organizations ignore this fact and concentrate their experience on the “what” rather than the “how.” A well-designed customer experience deliberately engages customers emotionally.

Your customers are feeling emotions, with the experience that you are providing them, at this very moment. The issue is that you have no control over these emotions, because you have not deliberately “defined & designed” that experience.

To retain customers and create loyalty you must design an emotionally engaging experience. Accessibility, Universal Design, Great Design – Only consider the “what”. What function the product, service or environment was designed to perform. You need to consider something more. Something much more. How do you want your customers to feel about the way they experience that function.

Sadly the experiences of all customers differs across the spectrum of physical, cognitive, visual and hearing ability, as well culture, language and age. Think of it in terms of cars. Great design, Universal Design, and accessibility are all considered in the design of every vehicle. It determines where instruments such as the odometer are placed, along with levers, pedals, etc. It focuses on users in terms of ergonomics, safety, and functionality. All cars do this. Then you have LUXURY CARS.

WHAT CONSTITUTES VEHICLE LUXURY?

LUXURY CARS are a driving experience!​

Lexus says: “The difference is not just price. Luxury has to do with the overall experience.”

“Emotion” distinguishes a luxury car from a mainstreamer, according to BMW.

Cadillac defines luxury as “the feel of the vehicle. Buyers decide what luxury is (by the experience).”

Harmony At Work – is customer “luxury” by putting the “experience first, defining it, then designing your products, services, physical or virtual environments to include customers of all different abilities, cultures, backgrounds, ages, and languages in sharing it together.

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