Harvard Business Review says a brand’s first concern should be “the quality of the customer’s experiences.”

Forrester says emotion plays the largest role in customer happiness, ahead of effectiveness and ease. Mercedes-Benz CEO, Stephen Cannon, says customer “satisfaction” isn’t good enough. You have to mandate, commit to and achieve “extraordinary” customer experiences. So, how remarkably are we seeing the world right in front of us? How are we bringing that X-factor of the extraordinary to our customers’ experiences? This struck me as I walked the city streets on trash pickup day…

Sources: HBR, Forrester (may need a subscription to view the report), Forrester Blog

NYC Parks, The Tina Kim Gallery and artist Gimhonsok 

Latest Update: Jun 05, 2016