Uncover the rational and emotional thoughts of your customers and learn to evaluate experiences “through the customers’ eyes”.
ClueScan® Workshop
1. EDUCATE
Learn what a Clue is and how managing the Clues you send to your customers effects their overall experience. We show you the importance of moving from a “make and sell” approach to a “sense and respond” strategy. You will learn how to use our ClueScan® Kits and we will prepare for our hands-on activity.
2. PRACTICE
We head out to a local establishment where you use your ClueScan® Kit to gather Clues and begin to see experiences “through the customers eyes”.Through this activity you and your team will develop a sensitivity to the clues you are sending to your customers.
3. APPLY
In our post activity debrief we will analyze the clues we gathered and reflect on how those clues affect the overall customer experience. We will share practical tools that will help you manage the clues you are sending to your customers. Your personal ClueScan® Kit is yours to keep to use as a reference as you begin your journey managing and shaping Your customers experiences.
Experiences happen everyday. The question is, will they be managed or haphazard?
“ClueScanning has provided such a fresh approach to Chili’s service efforts that we will be instituting it across all Brinker brands.”
– Jack Landers, VP Learning, Brinker International
We are pioneers in the development of experience management tools that lead to emotionally bonded customers. Our history, method and track record are unrivaled. We give our clients a competitive advantage by creating value through the systematic management of experience clues.
ClueScan® Workshop
Experience Engineering’s ClueScan Workshop is designed to help companies delve into the customer experience across all channels on both rational and emotional levels, assess the range and variety of clues customers encounter, and uncover gaps between their “current” and “desired” experience. In this highly interactive session participants learn how to evaluate experiences “through the customers’ eyes,” determine the degree to which their experiences are haphazard or managed, and design and deliver clues that engage customers emotionally.
Total Experience Management® System
Widely recognized as the top in the industry, our flagship solution – Total Experience Management® – is proven to help companies engineer experiences that engage customers, build sustainable loyalty and affinity, and fuel the bottom line. This end-to-end solution helps clients LEARN about experiences their customers have relative to their desired experience and highlight opportunities for experience re-design, CREATE distinctive experiences that are specifically designed to create emotionally engaged customers and gain a significant competitive advantage, and DO what needs to be done to design and deliver a system of clues that fulfills and stays in sync with people’s needs, wants and desires.
We earned our reputation based on our proven scientific approach for helping companies create value via a customer-back vs. company-out perspective. Our proprietary tools are specifically designed and interconnected to give clients an end-to-end solution for making this transition, from learning to creating to getting it done.
Experience Strategy Session
In this one-day strategy session, Experience Engineering collaborates with clients to understand and evaluate organizational alignment and expectations for customer experience efforts. The day concludes with a presentation about the power experience management, followed by general feedback and actionable recommendations.