Not All Customer Moments Are Created Equal [Infographic]
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
Not All Customer Moments Are Created Equal | Building Memories When It Matters Most
If I asked you to tell me about a concert that you attended, my hunch is your story would either be of a recent event, a favorite concert, or a live-event debacle. I am not a gambler, but when it comes to predicting what is most salient in human memory, it’s a good bet to…
Business Sustainability – Convenience, Speed, and Choice
In my house, we called it “Torture Us” as a synonym for Toys “R” Us! Goodbye Toys “R” Us and Hello Your Sustainability The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those other…
Walk A Mile In Their Shoes – Mapping Your Customers’ Journey
Sometimes we are too close to something – a process, an idea, a product or service – to see it with true, objective clarity and perspective. This can be especially (and paradoxically) true when a notion is born from our own brains. We think we know what it looks, smells and feels like to be…
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