RE‑EXPERIENCE
How to make customers always choose you.
Experiences don't happen out there. They happen in here, inside the mind. And they can be designed.
Satisfaction is up. Loyalty keeps falling.
Organizations have never spent more on experience, yet customers keep leaving. Most experience design fixes the moment of the interaction. This book is about what is left of it months later, and why that matters more.
Re-experience drives decision drives action.
A re-experience is the reliving of a past event that your mind keeps running long after the moment ends. It is the relived version, not what actually happened, that shapes what people do next: stop, start, or do more.
Three parts. Four frameworks. One way of thinking.
Three friends, thinking differently.
Vivek Bhaskaran
Bootstrapped QuestionPro from an idea into a global experience research platform over two decades, on a single conviction: build it, sell it, make it better, sell it again.
Erik Koto
Fifteen years alongside Vivek, first as CEO, then COO. The discipline and precision behind the frameworks, working each idea over until every piece fits.
Mike Burn
Geographer, designer, and innovation-firm founder who has never been a CX industry insider, which is possibly the only reason this book exists.
Preparing the book…
