How Experience Engineering Can Make Your Customers Fall In Love

It’s 8:30 am. You reach the office and turn on the computer. To your horror, the machine refuses to start. You take a deep breath, recollect yourself, and put in a call to your company’s helpdesk. When the line finally connects, an agent tells you in a businesslike voice: “We regret the inconvenience of your computer problem. All our technicians are busy. We can only send a technician to your place this evening, after 5:00 pm.” Continue reading “How Experience Engineering Can Make Your Customers Fall In Love”