I am pleased to announce that my just released book, What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint, has become the number #1 Amazon Kindle Best Selling book in both Customer Relations and Business Leadership Training. What Customers Crave examines how...
Innovation Meets Customer Experience Design I spend over 18 months researching and writing "What Customers Crave" and now it's on its way to final development and printing. The book will be available in bookstores worldwide this October. The best way to look at this body of...
Almost anyone who has taken a business marketing course has learned about the so-called “Four P’s” of marketing – product, price, promotion, and place. It’s worth another look at the “P’s,” because they can also be used to build your understanding of net customer value...
I like “Project Xs.” Project Xs involve taking an external team, and creating a competitive technology to the technologies already in your product offering. We’ve been involved in five or six of these, and I don’t believe I’ve been in involved in one of these...
How would you like to take your kids to a playground where there’s a gigantic sign that says: “No Running?” How would you like to take your kids to a playground that has a big antique railroad caboose that says: “Do Not Touch?” How would...
