The emotion of customer experience

At MIX07 in Vegas (in April) there were few presentations that didn’t have a sort of web-technical angle on things. There were a few, but one was quite outstanding and in on my list to write about since then. The presentation I’m talking about is ‘The emotion of customer experience‘ by Lou Carbone.

Lou talks about customer experience management, logic versus emotion, the brandcanyon, etc…

“Understand how successful businesses find and manage experience “clues” and differentiate between brand management and experience management. Learn how to make the dynamic shift from making-and-selling to sensing-and-responding.”

It’s very interesting to hear about how to create emotion, that creates an attude which will make people behave a certain way. And as Lou also quotes, you cannot NOT have an experience. He also points out to the interesting fact that we (companies) to a lot of research to see how people feel about our brands, whereas we should think of researching how people feel about themselves… and how we can affect that.

The video is an hour long, but it’s definitely worth it. Take a look at the examples he gives of NWA, Harley Davidson, Starbucks, Blockbuster and others, good stuff. This is one for my bringtheloveback series.

Bonus link: There’s also a video of an interview with Lou Carbone at MIX07 about this experience engineering.

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