Sustainable Customer Experience Design

Fully revised and updated, the second edition of this popular text focuses on designing, staging and managing experiences within the context of the events, tourism and hospitality industries. It also illustrates current and future developments in these industries and wider society, with an emphasis on the potential contribution of events, tourism and hospitality to sustainable development.

The book offers an innovative approach for successfully co-creating experiences for (potential) customers that is based on combining insights and methods from the world of design and the social sciences. Moreover, it shows how the experience economy and sustainable development both reinforce one another and create challenges that organisations and professionals can address through this approach. This second edition has been updated to include:

• Increased focus on sustainability, including social aspects of sustainable development.

• Increased focus on the importance of evaluation and iteration in designing and staging experiences, as well as the added value of digital and hybrid touchpoints and experiences in relation to customer journey design.

• Templates, tools, practical examples throughout to aid learning and doing in challenge-based education.

• New international case studies by leading authors in the field of experiences and sustainability.

• New online resources, including facilitation guidelines, templates, canvases such as the Experience Purpose Canvas and weblinks related to tools, methods and exercises described within the book.

Combining a design science, a social science and a responsible marketing perspective in one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of Events, Tourism and Hospitality Management, but also related fields.