Posts From December 2007

Optimizing the Most Critical Elements of the Customer Experience: Customer Choices

Dec 23, 2007 12:57am

From a business perspective, the most critical elements of the customer experience involve the choices that customers make:  the choice to buy; the choice to recommend; the choice to continue as a customer.  In practice, most organizations have insufficient insight …

Creating the Conditions for Outstanding Experience in Your Life

Dec 15, 2007 12:22am

My colleagues and I have been lucky enough to have the chance to help a wide range of companies improve their customers’ experiences. As we’ve done this work, we’ve always started with the customer. Who are the customers? What are …

How Employee Experiences Drive Organizational Behavior

Dec 05, 2007 1:39pm

As I’ve discussed in previous posts, the key to a consistent and differentiated customer experience is a set of deliberately designed employee experiences.  The experience that customers have with most businesses is the product of very complex organizational behavior.  The …

Novelty Seeking and the Design of Differentiated Experiences

Dec 02, 2007 1:42am

Over millions of years of human development, our ability to predict has translated into our ability to survive.  We live in an inherently unpredictable world.  As a result, we have evolved a strong motivation to learn in a way that …