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 explores 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 to successfully co-create experiences for (potential) customers based on combining insights and methods from the world of design and the social sciences. Moreover, it demonstrates 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: - An increased focus on sustainability, including social aspects of sustainable development. - Greater emphasis 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 and practical examples throughout to support learning and application 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 and canvases such as the Experience Purpose Canvas, as well as weblinks related to tools, methods and exercises described within the book. Combining design science, social science and a responsible marketing perspective into one inclusive hands-on approach to designing, staging and managing experiences, this is essential reading for all students of events, tourism and hospitality management, as well as related fields.

Bert Smit is Extraordinary Professor Van Gogh Homeland at Breda University of Applied Sciences, the Netherlands and Senior Consultant at Ginder. Frans Melissen is Transversal Professor of Sustainability Transitions at Breda University of Applied Sciences, the Netherlands. Celiane Camargo-Borges is a senior lecturer and researcher at Breda University of Applied Sciences, the Netherlands and a member of the Sustainability Transitions research group. Lauren Verheijen is an educational advisor and researcher at Breda University of Applied Sciences, the Netherlands.

Introduction Part I. Designing, staging and managing experiences 1. The concept of experiences 2. Understanding your end users. 3. Understanding the design process. 4. Designing experiences 5. Staging and managing experiences Part II. Sustainable development and the role of businesses and professionals 6. Sustainable development and blurring boundaries 7. Sustainable organisation models and principles Part III. Co-creating sustainable experiences 8. Sustainability and experiences: A match made in heaven? 9. Designing sustainable experiences and organisations 10. ...Or rather, the epilogue