by zhecho | Apr 15, 2015 | Blogs, Thought Leadership
Seventeen years after the prophetic Pine & Gilmore book and HBR article “Welcome to the Experience Economy” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is...
by zhecho | Apr 10, 2015 | Blogs, Customer Experience
Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with his client 20 years ago. He presents it as a story, an exciting one, to “show you—rather than tell you—how memory works.” He goes on...
by zhecho | Nov 11, 2014 | Blogs
“ Most of the time, what we do, is what we do most of the time” This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the...
by zhecho | Nov 10, 2014 | Blogs, Customer Experience
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have...
by zhecho | Nov 4, 2014 | Blogs, Customer Emotions, Customer Experience
Has it happened to you that you went to the supermarket thinking you’ll be in and out quickly and spend half an hour choosing a wine? Or that you buy a dress, shirt, shoes and only an hour later you already feel sorry about that? This latter one is called “Buyer’s...
