Ingeniería de la experiencia

It is impossible "not to feel". This axiom is the starting point of any human communication and the foundation of what has recently been called the "experience economy", although it has existed since ancient times. Nowadays, clients are aware of this and demand as part of the psychological contract with professionals and service companies -especially free time...- the experience of expected and non-verbalized experiences. The result of an experiential experience is always an emotion, since "experience" and "emotion" form an indissoluble symbiosis. That is why it is necessary to make a qualitative leap in the development of exciting services and products to lead the markets of the future. Professionals know how these products work, the know-how, but understanding the reasons why they move, the know-why gives a better option to develop differentiated experiences and, with it, greater business competitiveness. At the same time, clients develop a greater experiential demand and thus cause a paradigm shift in the management of companies that want to position themselves in emerging markets of experiences and emotions. There are already companies and professionals who have started down this path, which would not only modify the concepts of services in general, but also promote a new ethic that will accompany the necessary business innovation. However, the resistance of old models that refuse to disappear can hinder these processes. The author proposes a new concept that renames the indissoluble experiential unity between emotion and experience: "emperience" or "emperience"... from which no one will emerge unscathed.