Not All Customer Experiences Are True Experiences

As the old adage goes, “All ponies are horses, but not all horses are ponies.” This is the same for ‘Customer Experiences.’ Not all customer experiences are truly an experience that creates economic value. Making the distinction between an Experience and a customer experience can be confusing if you assume both are the same. Let …

A to A Thru B

As I sat watching some of year's NASCAR race at the airport, I am reminded of a discussion a good friend and I had about a better visual to represent the course businesses take to achieve success. We debated of what a journey should look like for a business as it moves along the path …