VP at Continuum
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The Road From Product to Experience for Luxury Offerings
People prefer to spend their money on experiences over things and access over ownership.
Can 'User-Experience' Experts Become 'Customer-Experience' Experts?
Small companies have mastered user experience; now it's on to the frontier of customer service.
Sincerity and Transparency Are the Keys to Genuine Customer Loyalty
Many so-called customer loyalty programs fail because they seem a rigged game to the purchaser. There are plenty of ways to do it right.