customer experience
November 13, 2024
By Doug Stephens I can still recall reading Joseph Pine and James Gilmore’s seminal 1999 book The Experience Economy. Like so many of my colleagues in […]
August 11, 2023
By Doug Stephens Over the last 20 years, technology has transformed retail. Mobile phones have become essential conduits for communication, entertainment and commerce. Technologies like augmented […]
February 17, 2017
By Doug Stephens Apple co-founder Steve Jobs once said: “Design is a funny word. Some people think that design means how it looks. But of […]
December 30, 2016
By Doug Stephens Like individuals, retail companies tend to approach each new year by making resolutions to improve their performance. Among other things, these might […]
February 9, 2016
By Doug Stephens Today’s retailers face a tsunami of problems but none, in my opinion, is more deadly than the pandemic of sheer consumer boredom that […]
October 1, 2015
By Doug Stephens When you drive your car to work are you enjoying a combustion engine propulsion experience or simply driving your car? […]
November 27, 2014
By Doug Stephens In my 2013 post, Ten Trends to Watch for in 2014, I said this would be the year we would hear much […]
December 13, 2012
By Doug Stephens For the holidays I took my friends, clients and business colleagues cookies. I bought them from a small coffee house and bakery in […]
July 13, 2010
By Doug Stephens Generosity: noun~ Willingness to give or share; unselfishness All successful relationships are underpinned by generosity. The willingness to give or share without expectation […]