Collaborating with go-getters, expansive thinkers and change-makers who are out to improve every touchpoint and experience.
Hello Experience Builders! This month, we're discussing how surveys alone can lead to missing key experience needs and the care that goes into conducting experience research. We've found that triangulation is the key to a successful Experience Audit - evaluating in the moment via multiple data streams. This requires an on-site team who are keyed into identifying micro-moments - brief, often hard to describe touchpoints that add up overtime and can impact emotional connections (positively or negatively). You can use these techniques to improve your experience measurement programs. Oh, and this month I had the pleasure of attending a masterclass with the creators of the Experience Economy. Never heard of it? Check out their original, way before its time, article. It's a must read for experience-focused professionals. Until next time, Tricia
The Power of Observations Versus KPIs The key to optimizing CX is to hone in on what customers really want and how they really behave. That's where experience research comes in. Check out SVP of Strategy and Consulting Shelly Bouren's blog on how experience research uncovers the data companies need to make meaningful change – even when it's not being reported. Read More
ExperienceBuilt™ Care Front-line staff are the heart of each and every EBG project. Learn how we prioritize their experience in our projects every step of the way in Field Operations Director Kevin Scheppman's new blog! Check it Out
EBG IN THE FIELD Tricia and Lara enjoyed sharing ExperienceBuilt™ thinking with the next generation of marketing and experience researchers at the Wilbur O. and Ann Powers College of Business at Clemson University!
The New You Business
Tricia attended a masterclass with the authors of The Experience Economy, Joe Pine and Jim Gilmore, focused on their newest addition to the progressions of economic value framework - beyond experiences to transformations. Read about The "New You" Business at HBR.
QRCA Conference Shelly and Lara went to the 2023 Annual QRCA conference on Powering up for the Future of Qual. They enjoyed connecting with others in the industry and learning more about capturing emotion, personal biases, new technology, and artificial intelligence.
Work Anniversary
We celebrated Tricia's 12 years with MMR/EBG this March. Tricia truly inspires The ExperienceBuilt Group team to keep creating experiences worth repeating. Thanks for all you do, Tricia!
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