It’s a fairly simple proposition, customer experience engineering; rather than developing something you think (or know) is incredible, and then putting effort (and money) into trying to explain why your customers need and want it, you start with what your customers need and want and reverse engineer your products, services, communications and even your behaviour, to suit.
Sounds like a pain in the proverbial? Well, I won’t use the old ‘easy as 1, 2, 3’ cop-out slogan, and if anything it’s closer to ‘STOP, LOOK and LISTEN’ but… read on.