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  • MIT Sloan Management Review

The Magic That Makes Customer Experiences Stick

By: Stefan Thomke
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Abstract

Why do some customer experiences have that magical "wow" factor, making them all destined for success, while others get few, if any, enthusiastic customer responses? How would we "design" a great customer experience? These are some of the questions that the article addresses.

Keywords

Customer Experience; Emotion; Innovation; Experimentation; Storytelling; Customer Satisfaction; Emotions; Design; Innovation and Invention

Citation

Thomke, Stefan. "The Magic That Makes Customer Experiences Stick." MIT Sloan Management Review 61, no. 1 (Fall 2019).
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About The Author

Stefan H. Thomke

Technology and Operations Management
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More from the Author
  • Capture New Value from Your Existing Tech Infrastructure By: Stefan Thomke and Anthony Rodrigo
  • Act Like a Scientist: Great Leaders Challenge Assumptions, Run Experiments, and Follow the Evidence By: Stefan Thomke and Gary W. Loveman
  • High Velocity Business Experiments By: Stefan Thomke and Jim Euchner
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