Failure Testing your Experience
Research tells us 91% of unhappy customers will never return and 96% will never tell you the reason they left. …
Author Archives: Kathy Macdonald
The things-gone-wrong Test
It is when things go wrong that we test whatever recovery systems there are in place. Unfortunately, this critical task …
Experience lessons from Groupon
Where does Groupon fit in an emerging experience economy? An article in Automotive News featured ten car dealers in the …
How do you experience work?
We all look at work differently. A few years ago a friend at the Ross School of Business, shared a …
The Authentic Ann Arbor Experience – Part 5
What makes something authentic? All week I have been referring to the “Authentic” Ann Arbor Experience. If you check the …
The Authentic Ann Arbor Experience – Part 4
Ann Arbor provides more than Entertainment and Educational experiences. Great experiences require hitting what Pine & Gilmore describe as the “sweet spot.” …
The Authentic Ann Arbor Experience – Part 3
The bottom line is that great experiences are a combination of things. Joe Pine and Jim Gilmore describe this as …
The Authentic Ann Arbor Experience – Part 2
In today’s Experience Economy, experiences are often judged in terms of being real or fake. The assumption is that real …
The Authentic Ann Arbor Experience – Part 1
For over 400,000 alumni and the 42,000 students about to start the new school year, Ann Arbor is one of …
Get to know the latest Digital Generation
This is Madeline. She is 3 years old and is part of the Digital generation. She is growing up during …
Macdonald Group 