Branded environments and wayfinding move into the customer-experience-driven, digital age.

Creating a digital customer journey

The blending of physical experiences with technology is ever increasing in how customers interact with an environment. From digital signage to digital wayfinding and digital branding solutions, there’s never been this much opportunity to turn a customer journey into a remarkable customer experience.

 

It’s often stated that the journey is more important than the destination. Today’s consumers, vendors and organisations regard digital technology as a natural way of doing business. It’s expected. Consumers are seeking control over their physical and digital experiences, customising how they connect and engage with environments.

Moving to a digital signage solution can improve the customer experience by emphasising the destinations and activities available in a way that will help drive customer satisfaction.

  • Telstra-Logo
  • Vicinity-Centres-Logo
  • Royal-Childrens-Hospital-Logo
  • Air-NZ-Logo
  • Emporium-Melbourne-Logo
  • ANZ-Bank-Logo

Technology in the physical property portfolio

A well-considered strategy will include both digital and traditional means of engagement to reach an audience and enhance the user experience.

Where are they going? How will they get there? Can technology be used to provide clearer wayfinding? Or personalise the results?

To be successful, a built environment must be aligned with the needs of its various users: customers, tenants, visitors, residents, or employees.

 

A company’s ability to deliver an experience that sets it apart from its competitors will inspire loyalty to its brand.

71% of Australian consumers say that the emergence of digital channels has had a positive influence on the way they interact with organisations.

It's all about creating an interactive environment which gives patrons and businesses the best experience possible.

David Thodey | CEO, Telstra

Emporium

 

Melbourne’s iconic Myer site on Lonsdale St had been developed into an entirely new shopping precinct. Emporium would boast 48,000sqm of retail space. And that meant wayfinding was crucial in creating an outstanding customer experience.

Diadem worked with the original design intent to create a customer journey fit for the iconic, $1.2billion precinct with an emphasis on luxury and customer experience. We implemented digital signage and wayfinding components that helped customers to navigate the space and make their journeys easier.

Using our integrated services model we were able to provide industrial design, project management and implementation services to ensure a robust implementation of the digital signage, digital wayfinding. Ultimately, creating a brand new customer experience.

Digital_Emporium_Drawing

Key considerations for digital signage projects

A company’s ability to deliver an experience that sets it apart from its competitors will inspire loyalty to its brand. Associating an organisations brand and enhancing the user experience through technology with its physical property portfolio is an important link in the customer experience lifecycle.

 

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A well-considered strategy will include both digital and traditional means of engagement to reach an audience.

Diadem helps businesses all over the world implement global brands into physical spaces to create branded environments using signage and wayfinding solutions. We hold an international reputation for providing solutions combining progressive thinking, production knowledge and innovation to deliver our clients with digital solutions that make sense to their brand, environment and customer experience strategy.

 

While technology is important, it’s the customer experience and engagement that should drive decision-making. Given a choice, customers do not always want to interact 100% digitally with a brand. A well-considered strategy will include both digital and traditional means of engagement to reach an audience.

The customer journey starts with awareness and moves through a sequence of interactions, all of which impact on customer satisfaction.

Diadem has integrated many digital solutions for clients as part of our overarching design, management and procurement services across retail and commercial assets, car parks, university campuses and civic spaces

A company’s ability to deliver an experience that sets it apart from its competitors will inspire loyalty to its brand.

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