Nov/090
Build the predictable before the unpredictable.
Imagine you walk into a 3 star restaurant and you are greeting by the friendliest, most accommodating waiter you have ever experienced. You are seated at the nicest table in the restaurant and are given a thorough and enjoyable explanation of the items on the menu. At this point you are raving to your date about the service etc. when the food arrives. You take one bite of the steak and it tastes like leather sole.
How would you feel?
Oct/092
The Empathy Economy
I just had an interesting discussion with two of my friends about empathy in the workplace. When today I came across a re-post of the article "The Empathy Economy" written by Bruce Nussbaum, managing editor for Business Week, originally published in 2005. This of course was a sign for me to write about empathy and its importance in the experience economy.
Sep/093
Random acts of kindness – exceeding expectations
What makes you happy?
One of the things that make me happy is a random act of kindness. Why do people enjoy a random act of kindness?
What is it?
Wikipedia says:
"A random act of kindness is a purportedly selfless act performed by a person or persons wishing to either assist or cheer up an individual or in some cases even an animal. There will generally be no reason other than to make people smile, or be happier. Either spontaneous or planned in advance, random acts of kindness are encouraged by various communities."
A RAoK feels good to me because; it is unexpected and customized for one person.
Aug/092
Saying sorry to your customer
One of my first posts received some comments because of the following statement:
If there was a situation where neither party knew what to do, Merly ensured that she was the one that looked "silly" or "foolish" easing her colleagues tension.
Commentators were critical about Merly not being herself - I believe there is a difference between being yourself and being true to yourself.
What Merly did stayed true to herself. The core thought behind this behavior was a relinquishing of one’s pride to satisfy the other party's esteem/social needs, this does not mean that Merly became someone different. A topic of conversation that grew out of this led to thoughts on apologizing and how companies can use an apology as a force to improve and create their customer experience.
How to apologize
The strength of an apology lies in its sincerity. We have all received an apology where in your gut you realize that it was not sincere. At such a moment, do you feel like you can "move on"? Do you feel like an issue has been resolved and you can proceed to build an appropriate solution for the both of you? The answer is most likely no. The following points of how to apologize
Aug/094
Microsoft developing their retail experience
More business are realizing that their retail experience has to match their brand "soul". Apparently, Microsoft has hired the design and brand strategy consulting firm Lippincot to conceptualize a new retail experience. Some of the highlights in the proposed retail outlet are:
- Personalization
- Third Place
- Conversation
Aug/090
What should be the primary URL for my Blog?
- www.experienceengineer.com (50%, 3 Votes)
- www.theexperienceengineer.com (33%, 2 Votes)
- www.theee.net (17%, 1 Votes)
- www.tinyurl.com/theee (0%, 0 Votes)
Total Voters: 6
Loading ...Aug/098
Saying goodbye
A friend of mine, lets call her Merly, is relocating to the other side of the world. Merly herself is a Third Culture Kid, or TCK, One of the character traits you develop as a TCK is the ability to conform yourself to different cultures, be a bit of a chameleon and adapt the local customs to "fit in" better. I see this in the way Merly can easily talk to anyone from any different background. Today was her last day,
Aug/090
Welcome
Welcome to The Experience Engineer website. I'm looking forward to discussing the developments in the experience economy and its effects on business operations. We are still under construction but you can expect the first posts coming up within the next coming weeks. If you have any questions, please email me at info@theexperienceengineer.com
