How do you create engaging customer experiences that:

Are so desirable customers will work to participate?
Create word of mouth draws in new prospects?
Encourage existing customers to evangelize your virtues and draw the less engaged into a deeper relationship with your company?
Have a multiplier effect that continues to attract new prospective customers?
Give free publicity that further builds […]

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Interested in gaining provocative insights, learning about the latest research and gaining practical strategies for dealing with today’s customers?
Our new enewsletter,
Hooked: The Psychology of the Customer Experience
gets into the mind of today’s customers and discusses what they value and how they make decisions. It will give you a sound basis for engineering compelling customer experiences—ones […]

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Until recently, Safeway has been one of my whipping boys when I contrast the indifferent and engaged buying personalities. It appears I will have to change my story.
My old story goes like this. I am the food person in our household. I buy the food and cook the meals. When I buy basic ingredients I […]

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I believe the customer experience is the vehicle for building customer equity. And, with customer equity comes sustainable sales and much more—a relationship that customers value, are committed to and will advocate.
Putting this principle into action means more than bolting on a customer experience module to existing sales, marketing, and customer service practices. It means […]

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