Satisfaction surveys make make companies feel good, but they don’t give the kind of actionable information that makes a difference.
Focus on turning moments of intense emotion into signature experiences.
Aligning your brand and strategy starts with making sure you’re setting the right expectations and segmenting customers.
Being selective in your offering and choosing the appropriate partners allows you to have maximum impact with minimal resources.
The Playboy founder’s legacy goes beyond blushing Bunnys and sun-tanned centerfolds.
Marketing and design should work hand-in-hand, permeating the entire organization at every stage and every level.
Empathy without strategy is impractical; strategy without empathy is cold. Startups especially need a healthy mix of each.
Determine where in the customer journey you delight your customers and where you disappoint them.
Forcing flyers to check luggage when they don’t want to just about guarantees a poor customer experience.
Thinking about service from the other side can help you better design your business to give customers a truly great experience.