The customer experience starts and ends with the car park experience!

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Indooroopilly Shopping Centre car parking disaster is in the news again. On the weekend it took two hours for some customers to exit the car park. Developers and centre management forget that the customer experience starts and ends with the car park experience—it is not all about the stores. More signs and more security staff may help in the short-term, but this problem needs long-term strategies—strategies that consider and include the customer’s perspective. Observing, following, and plotting customer’s journeys throughout the centre is the only way to achieve long-term solutions.

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