This week I gave an intro to Innovation and Agile product development to a group of organizational leaders. This session was focused on...

Recently I decided to get all my thoughts and ideas in one place around optimizing your organization for Customer DELIGHT. The process of...

My wife and I recently booked an Air BnB for a weekend family trip. Through the process I really could not get over the design. The...

From the horse's mouth. Here's what Google has to say on why they rely so heavily on UX/CX. Don't take it from me... "Google takes...

Common Experience Shortcomings 3 - Positive Mindset

I can’t tell you how many meetings I’ve sat in over the years where we discussed educating the customer. “If the customers just knew the...

If you want to dive deeper into how best to Fuel Customer Delight - check out our new book on how to create word of mouth marketing.

In our business, we talk about critical touchpoints. The first part of our framework. These are the inflection points in a customer...

Here is the final tip in our first series. Give something extra. It’s simple. Whatever your customer is paying for. Give one more little...

Design Matters. This may go without saying... So this article could stop right here. Actually, I think it will. Use Great Design....