This was a presentation from Lou Carbone of Experience Engineering. It was an overview of why experience engineering matters. It was a bit rushed, but his visuals and examples were great.
Ideas:
- Rather than customer centric, be “customer back”; capture their heads and hearts.
- Value creation instead of value extraction.
- The Ultimate Question: “Would you recommend us to someone else?”
- Focus on effect of the business rather than the function of the business.
- Sense and respond rather than make and sell.
- How do customers feel? rather than How do they feel about us?
