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Make me care
Care is an experience amplifier. A romance is an easy case to illustrate the point because romance can pull us in a visceral way that we are acutely aware of. An ordinary experience with a person by whom we feel deeply pulled can easily seem like a good experience, and a good experience becomes magical.…
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Be your own customer
If you’ve read any of my blog posts, then you’re aware that I believe we’re now in an experience economy. If that’s true, and experiences are what customers use to differentiate fungible products and services (pretty much all products and services these days – if you believe you’re actually in a category of one then…
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It’s not about the beer
Today in my CEO mastermind one of the business owners asked a question about enterprise sales. In response another business owner said that one needs to use multiple channels; that email and phone calls are insufficient. And then he gave an example. In the experience share, he described how one of his salesmen was working…
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Cutting through the fog
Some people are naturally great storytellers, maybe even some people on your team. Some people are naturally great entertainers, and maybe they even create great experiences for your customers intuitively. But no people are great all.the.time. And so great experiences need to be designed. If you and your team design the experience, then experience can…