Why most organizations fail at delivering great customer experiences
We see the world, not as it is, but as we are. Talmud Think back to the different organizations you interacted with today. Directly or indirectly. Drinking your morning coffee. Commuting to work....
View ArticleNo scene that doesn’t turn
Look closely at each scene and ask: what value is at stake in my character’s life at this moment? Love? Trust? What? How is that value charged at the top of the scene? Positive? Negative? Some of both?...
View ArticleDesigning possibility spaces for experiences
Games usually start at a well-defined state (the setup in chess, for instance) and end when a specific state is reached (the king is checkmated). Players navigate this possibility space by their...
View ArticleDelight is the result of discovering areas in a possibility space
If I were Will Wright, I’d say that ‘Fun is the process of discovering areas in a possibility space.’ We talk so much about emergent gameplay, non-linear storytelling, or about player-centered content....
View ArticleSelling customer experience: art of the pitch
The key to galvanizing your audience with a good story is to make listeners feel that they can be heroic. When good salespeople prospect and pitch, they must be alert to the stories running through...
View ArticleWhat does your employee experience look like?
Most of us have to put up with airline travel several times a year. Few of us look forward to it. Some of us actively dread it. And yet, does the flying experience have to be something we dread?...
View ArticleThe future of business is beautiful
“The human soul is hungry for beauty: we seek it everywhere – in landscape, music, art, clothes, furniture, gardening, companionship, love, religion and in ourselves. When we desire the Beautiful,...
View ArticleThe surprising impact of language on the customer experience
“Do or do not. There is no try.” Yoda Two people. Two ways of providing the same answer. In the examples below, what do you think the impact of answer A vs B was on the customer’s perception of effort...
View ArticleEmployees are your most important touchpoint
The average man is by nature indolent — he works as little as possible. He lacks ambition, dislikes responsibility, prefers to be led. He is inherently self-centered, indifferent to organizational...
View ArticleDesign for dreams not needs
Everybody has a dream. Everybody has the need to create a legacy. Once you help people move past the fears and anxieties that bury those dreams, their imagination is stirred. They begin to ask...
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