For lunch today, I went to Chipotle for a burrito. The server was friendly, my order prepared quickly, and the burrito delish. But the neat little touch -- the clue -- that helped make the experience worth repeating?
At the top of ...READ»
Chris O'Leary posted an inquiry regarding a perspective on websites and pop up ads. I haven't had a chance to read Jacob Nielson's article Chris referred to yet, but will over the weekend. I do, however, believe our adaptation to ...READ»
I'm glad that Lou brought up the example of Howard Johnson. Not only is his analysis of the company's decline -- which practically opens his book -- interesting, it's an interesting parallel to businesses of today.
HoJo got its ...READ»
There have been some questions around some people being more aware of the 'clues' and nuances of experiences.
A good friend and colleague, Dr. Gerald Zaltman, HBS professor emeritus and author of How Customers Think, who is cited ...READ»
It's interesting to note that there has been a heritage of being more experience aware in the restaurant business, over the years there have been visionaries like Ray Kroc, Howard Johnson, JW Marriott, etc. who understood how ...READ»
I have a huge problem with creating experiences for the sake of creating an experience. I also loathe the expression 'eatertainment'.
I think it waxes over and trivializes the need to not only design experiences, but create ...READ»
Karen Stone mentioned an innovative approach to the dining experience in her blog Decent Marketing. Citing Kathleen Ream's review of eating at Herbfarm in Washington state, Stone posits that improving the eating experience could bode ...READ»
As you go through your experiences today, be mindful of your senses. What is it that you see, taste, touch, smell and hear? How does it make you feel? How about the people and the clues they create in the experence (humanic clues) ...READ»
I love Lou's idea of experience tracking. Day to day, what feels good? What feels confusing? This noon, I had an experience that was a little of both.
While running some errands, I came across a Burger King. I don't regularly ...READ»
I've often wondered why we tend to treat experiences and the value they can create differently when we talk about B2B and B2C. How different are those experiences? Do poeple and human nature change in the two different scenarios?READ»
Cedric, you make a great point -- and that is that an experience has to meet basic needs. It must effectively meet or exceed customers' minimum acceptance criteria.READ»
I recently kept a diary and tracked all of my experiences for a day, with a ledger to tabulate the value (EMOTIONAL/RATIONAL) I felt I derived and the degree to which it felt haphazard or managed. Over the next day or two I'd be ...READ»
The question is how random or haphazard vs. managed is the experience. How managed are the experiences your company creates? What are some of the experiences you've had that have been well managed? What are some of the experiences ...READ»
Welcome!
My name is Lou Carbone. I'm the founder and CEO of a company in Minneapolis called Experience Engineering and I'm also the author of Clued In: How to Keep Customers Coming Back Again and Again, published by Prentice Hall. ...READ»
