Welcome To The Experience Engineering Blog
News, Views & The Latest In Experience Management
THE ALL CAPS RANT
You may have heard that Gary Friedman, CEO of Restoration Hardware, recently sent a company wide email to employees. To his credit, Freidman does this when he [...]
How Nemours’ Hospital for Children is Making the Most of Its Emergency Department Experience For Patients, Families
d the hospital to their friends and families. “EE’s contributions to our marketing strategy provided us with the know-how to build on what we’ve always known [...]
A Car Rental Experience Gone Awry
Are the individual “touchpoints” that make up the total experience for your customers at odds or in conflict with one another, thereby hurting your business? It may sound simple, but [...]
From Across the Pond: UK’s Chris Daffy Shares on Customer Experience Management
During my more than two decades as a pioneering consultant in the field of customer experience and customer experience management, I’ve had the privilege of getting to [...]
Is Your Customer Research Out of “Focus?”
Conducting painstaking research to guide a company’s new initiatives on serving customers doesn’t always work, often doesn’t work. That research, which many times includes surveys or working [...]
Retail Holiday Sales a “Feeding Frenzy,” But at What Cost to Customer and Employee Experience?
It is still three weeks until Christmas and the feeding frenzy of holiday season sales is reaching a fever pitch. But at what cost are these endless promotions [...]