Customer-Centered Experience Design: Creating Loyalty in an Experience Economy 

Experiences are events which engage individuals in a personal way. Traditionally a user experience is staged the moment a business engages customers in a memorable way. It’s crucial to remain aware of the fact that user experiences are as different from services as services are from goods. However they are rarely recognized as such. To survive in the Experience Economy, business strategies must evolve to include experientialized thinking. Click Here to read the full article.

Happy end of Year! I want to thank all of you for the wonderful initiatives we have embarked upon this year together. It has been a pleasure serving you and getting to know you better. We end this year with a high-level paper on Customer Loyalty and how the on-line experience contributes to long-term customer satisfaction. I believe that one of the most salient points in the article is: "Customers want to be loyal" - it is very true. Each of us would prefer to go to the same supplier for the same service and get the most for our dollar and time. So in many ways, making the experience the most it can be for each and every customer is truly the goal of all customer service programs. I hope you enjoy this month's article and that you have enjoyed this year's topics. I wish each and every one of you a happy, healthy and profitable new year.

Michael Kogon

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