Designing experiences should include a target of happiness for the customer.
Degression of Economic Value – Case Study Starbucks
Degression: a stepping or movement downward A disclaimer. I have been a long-time "Starbuckian" and I have a minimum of 2 Grande coffee's a week from my favorite Starbuck cafe. I enjoy the engagement of my local baristas and will continue being a patron of Starbucks in the foreseeable future. Note of caution: Degression …
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Time: The New Currency
Since the late 1950s, the history of branch banking in America has been all about being in the midst of the population. No bank could survive without being accessible in a timely fashion. Convenience became one of the prime factors for locating a branch. The focus was to reduce the time it takes to get …
Past-Present-Future of thinkAbout
Had a wonderful and thought-provoking time at this year's thinkAbout in Cleveland. Sadly, it's the last event after 20 years. I am proud to say I have attended 10 of the 20 gatherings. It all ended at the place it began, Cleveland, Ohio. The event was themed around time and the #ExperienceEconomy evolution and hosted …
Experience Economy: Primer
Originally posted on the ABA Bank Marketing site on May 15, 2017 Some may not know what the experience economy is about—or how it emerged. This article provides a primer on the concept of the experience economy. In the early years of our country, agriculture and livestock were the mainstream of commerce. This period was …
Signature Moments
Have you ever wondered if there was something more you could do to extend your brand or message? Well, there is. One opportunity that is usually overlooked is at the point of when your customers are exiting your business. Add a signature moment that adds that little punch to the engagement. As a Visual Translator, …
Banking on the Experience Economy
Banking on the Experience Economy Elevating the Value Let’s face reality; banking is a service business. Banks provide customers with financial services and charge for doing what their customers cannot do for themselves. In today’s market, banking is faced with a wide and expanding range of competition that is forcing price to become the primary …
thinkAbout 2016 Captured
Two days with B. Joseph Pine II and James H. Gilmore at the annual thinkAbout conference in New Orleans.
thINKing Canvas 