Three Things My Hairdresser Taught Me About Customer Experience

​I went to the hairdresser recently for a cut and colour appointment, and before my apprentice had even finished draping the cape over me, I'd already spotted three moments of genuinely great customer experience design. Not from the senior stylist. Not from a fancy brand campaign. From the small, ordinary choices happening in the chair next to the basin.

​Here's what I noticed.

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