We naturally think of “intelligence” as a trait belonging to individuals. We’re all—students, employees, soldiers, […]
The Experience Engine
Transforming to a great Customer Experience
The price of a cappuccino at the Piazza Navona is not the same as the price of a cup enjoyed in your living room. The costs of the ingredients are roughly the same. The difference is in the experience. People are willing to pay much more when the customer experience is outstanding. Vice versa: a bad customer experience is a far more common reason for complaints than a high price.