Posts From February 2008


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Whose Experience is it Anyway?

Feb 21, 2008 10:21pm

I’d like to emphasize a point I’ve made in earlier posts.  Your company does not have a customer experience… only your customers do.  Although it might seem like this is splitting hairs, we’ve come to realize that the distinction is …

Influential Experiences and the Psychology of Escalating Commitment

Feb 04, 2008 8:41pm

Would you decide to just go out and spend $15,000 on tools to do a little work around the house?  Are the improvements to your backyard worth the $12,000 you ended up spending?  Would you decide to invest $3,000 on …