Month: August 2009

Too Much of A Good Thing?

As a customer experience designer, I can’t believe I am asking this question but here goes…Can you ever enrich a customer experience too much? That question, in my world, is tantamount to asking Bill Gates if he could ever have too much money or a New York Yankee fan if the Bronx Bombers could ever…

A Customer by Any Other Name

I was consulting with a senior leadership team about designing experiences across their business. At one point in the meeting I was blending the concepts of customer and employee experience under a broad banner called the business’ “overall experiential offering.” A well-meaning executive spoke up to encourage a more precise use of terms. He said,…


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article