What do you get from an unexpected experience?
Mark Twain said, “A man who carries a cat by the tail learns something he can learn in no other …
Monthly Archives: October 2011
The Airline Luggage Experience
The domestic airline industry collected $887 million from baggage fees in the second quarter of this year. Delta is collecting …
But it’s NOT my birthday!
Joe Pine and Jim Gilmore in their book, The Experience Economy, describe the economic progression from commodities to goods to …
Stop your way into transition
“Transition is not just a nice way to say change. It is the inner process through which people come to …
Why I can’t tell you about the Zeigarnik effect
Ever struggle with how to get employees or consumers to remember things? One small part of this puzzle was solved …
What does it take to create change?
I am pretty sure you can starve to death reading cookbooks. I suspect this is why organizations and individuals frequently …
Digital Lessons: What Groupon gets Wrong
No one knows exactly where Groupon fits in the experience economy. What is clear is that more businesses and consumers …
Digital Lessons: Re-inventing Patient Recognition
Every business has a “who-are-you” moment. It is when the guest’s first impressions are confirmed. It is an opportunity to …
Experience: The EXTEND Phase
Every visit to the iTunes store is an extension of an Apple store experience. Online updates, tips, and how-to’s as …
Experience: The EXIT Phase
Apple has reinvented the EXIT experience. Gone are the “long walk” to check out, the line when you get there, …
Macdonald Group 