Experience is the new battlefield, popular opinion is the new marketing and today’s exceptional experiences are the expectations tomorrow. Customers are better informed, more knowledgeable and most importantly, more experienced than ever before. No matter how big or small, businesses across the board are being forced to address the experiences their customers, and colleagues, have with their brand. Expectations are increasingly more ambitious and sophisticated. For customers good is no longer good enough, whereby your customers and employees expect to be engaged and empowered continuously; today, tomorrow and thereafter.A positive experience that genuinely exceeds expectations says more than any ad campaign ever will!
Fans are energetic, loyal and prepared to invest more money and time than the average customer. If they are happy, they show their passion open- heartedly and in an impactful way: by writing detailed experience reports on rating platforms, tweeting ecstatic Tweets, creating their own product reviews on YouTube or posting impressive snapshots on Instagram. Fans are delighted and infect others with their enthusiasm.
"Working with André and his team on IKEA Japan was a true pleasure. They took the time to understand the IKEA model and find a way to work that fit the culture and working style of IKEA as well as the culture of our Japanese customers. The result was a fantastic program that became an ongoing chant and call to action throughout IKEA Japan about putting the 'Customer First!' The program was simple, easily adopted and highly effective. Customer feedback changed almost overnight."Read more
"Worldhotels unites a large variety of exciting and intriguing venues. With “Start with WHY” we want to encourage our member hotels to let their individuality shine through and create inspiring moments for their customers. Performance Solutions helps us and our member hotels to identify what makes each hotel unique by asking: “What is the history of your hotel?” “What is the purpose that drives you?” “Which values unite you?” and most importantly “What do you want your customers to experience when they stay in your hotel?”Read more
You may be wondering, how do we really know what our customers are expecting? Think reverse.
Think reverse and enable the desired customer experience to lead and influence everything you do. Start with the desired customer/guest experience in mind, and work your way back to products and services instead of the other way around. Experience is always leading, so you don't have to compromise. Design the desired customer experience that has the potential to turn every visit into an unforgettable experience Reverse thinking drives your desired identity (your who), your reason for being (your why) influences your behavior, interaction, and processes (your how), as well as your products, services, and processes (your what).
Experience is the new battlefield. Your customers, guests, patients, and passengers expect more than ever before. However organizations have fewer and fewer resources (time, money, and people). You want your customers to remember you and tell their friends about you?
Development means changing, moving and being fluid and making strides. Strides that make a difference. Which steps do you want to take or do you have to make? How do you motivate your colleagues to join?
70% of learning occurs on the job, 20% from people and only 10% from courses. Of those last 10%, people are likely to forget almost everything if the environment doesn't support what they have learned. Skills don’t stick. If you want to change behavior, you need to change the context.
If you can breathe you can perform, only if you're inspired, you can excel. Yet, most organizations focus on performance instead of potential. What about you? Are you a competence manager or talent manager?
You want your business to be the best that it can be. How can you ensure that your employees deliver and sustain an authentic customer service, especially if you’re not around 100% of the time?
We specialize in people; engaging, triggering, inspiring, and empowering them. We believe that people above all else will make the difference in your brand, and brands’ customer experience. As experience engineers we work to spread delight, make people happy, but more importantly, we go above and beyond what is expected of us to deliver exceptional experiences.
As experience engineers, we offer companies a number of different and impactful solutions.
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