Communication - Experience Engineering

In Part 3 of my series on Communication, I explore “Experience Engineering” and how to use it in your everyday life as a leader or manager, and even in your “regular” life. This taken from the book:

The Effortless Experience - Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick Delisi

I discuss ways of managing or engineering a conversation using carefully selected language. You will also find valuable insights into appropriately “guiding” rather than “handling” customers and clients, how to take control of a “not so nice” situation, and how soft skills are not always enough. Anyone in a client-facing role will find this session beneficial.