** Thanks to everyone who participated in this giveaway.  The offer is now closed, but you can still get free chapters from both of my books by subscribing to my exclusive newsletter. ** Folks, at the risk of seeming overly promotional, I would like to share with you a special offer: This week only, you can get my new […]

Here’s an interview with Jeffery Sears, CEO at PIRCH, a premium retailer of appliances, plumbing, and home fixtures. I spoke with Jeffery during the research for my new book, Extraordinary Experiences: What Great Retail and Restaurant Brands Do, and in the book I highlighted the brand for sweating the small stuff because of PIRCH’s devotion to […]

“Those businesses that relegate themselves to the diminishing world of goods and services will be rendered irrelevant. To avoid this fate, you must learn to stage a rich, compelling experience.” These words were written over 18 years ago by Joe Pine and James Gilmore in their book The Experience Economy: Work Is Theatre and Every Business a […]

Customer experience is one of those terms that mean different things to different people.  Like “brand,” “marketing,” and “customer centricity,” the understanding and practice of customer experience varies greatly depending on who you ask. What is customer experience?   Customer Experience Definition I define it as the sum of all interactions a customer has with […]

What do great brands do?  Guy Kawasaki would suggest — and I would agree — that great brands are enchanting brands — they fill people with great delight.  Great brands change people’s hearts, minds, and actions — including inspiring them to buy something, but it’s usually about more than that. […]