Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 3212 NOVEMBER 2016 • FOGHORN FOGHORNFOCUS: CUSTOMER SERVICE nothing wrong with that, there are no emotional ties or connection to the product; no extra mile, no “wow” factor. According to global pioneer on ex- perience design, Ann Heidi Hanson, a brand manager with the Northern Norway Tourism Board, when creating program experiences there are four elements product designers should consider: a person’s relationship with their body, their physical, social and cultural contexts, their interaction with people, animals, objects and their envi- ronment, and finally, with time. A person is always in relation with their body and its needs, and if the body is unhappy, so is your client. It seems simple, but many operators forget to consider this. If a client is cold, tired, hungry or seasick, they will not enjoy their time aboard your vessel. It’s important to consider every detail from the moment your customer arrives to the moment he or she departs. Basic examples include providing blankets and heating, a place to eat (and if the meal is part of the tour, don’t delay the meal), and fully functional toilets. A person’s context will affect his or her experience, and not everyone comes from the same background. A person who has spent little time on passenger vessels will be more wary of their environment, perhaps missing out on possible enjoyment, whereas someone who is accustomed to the water will experience your product in a completely different way. Factors such as chosen travel companions, your client’s culture and where they come from, their age and gender, their interests/hobbies, their physical ability, previous travel experiences and more may affect a person’s context and therefore their experience on your vessel. “What we try to do is make adventure for everyone, both the hard chargers and the retired couples,” says PVA Vessel member Dan Blanchard of Un-Cruise Adventures, Seattle, WA, celebrating their 20th anniversary this year. “The really great thing is that many couples are slightly different,