Customer Experience – Understanding Emotional Economics
While working on the new book I am writing about Starbucks, to be released in 2013, I have been digging deeply into research on emotional economics. As you are aware economics is the branch of the social sciences that looks at the production, distribution, and consumption of goods and services. Through much of the history…
You look like a curator…a key to adding customer experience value
Are you are a curator? In today’s time-pressured, information-laden world you should think about adding “curator” to your title! In my youth, I thought of curators as old sophisticates who went around the world securing art works for museums. Today, I think of them as smart business leaders who add value for customers by filtering…
Customer Experience – Art or Science? The answer is YES
Crafting engaging customer experiences requires a blend of art and science. The science often hinges on effective use of empirical data concerning consumer need states, use patterns, and changing trends. To that end, I offer some recent results from Bitly’s research’s on viral social media content. As you probably know, Bitly is a service that…
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The Starbucks Experience: Leadership Tips eBook
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