Publications
Publications
- MIT Sloan Management Review
The Magic That Makes Customer Experiences Stick
By: Stefan Thomke
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).