360 Marketing
Developing a customer-experience vision
Brooke Boyarsky, Will Enger, Ron Ritter
A thorough case study: transforming customer experience in an American airport.
Incumbents as attackers: Brand-driven innovation
Jean-Baptiste Coumau, Victor Fabius, Thomas Meyer
How to turn your brand into a driver to expand into new markets.
Why Customer Gratitude Trumps Loyalty
Mark Bonchek
Bringing your customers to feel gratitude is the best way to reinforce their loyalty.
What Experience Would You Like with That?
Theodore Kinni
Consider the entire consumer experience to profoundly impact customers.