{:en}How Frustration–Through Design–Became Market Leadership{:}

{:en}Jeffery Sears, CEO of PIRCH,  interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH [...]

By | 2017-05-01T20:09:11-05:00 July 21st, 2015|Case Studies, Culture + Adoption, CX Design, CX in Retail, Experience Design, Great Experiences, Great Stories, Interview, Story as Strategy, Strategy + Adoption|Comments Off on {:en}How Frustration–Through Design–Became Market Leadership{:}


I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28). You’ll also find articles from : B. Joseph Pine II & James H. Gilmore, Brandon [...]

By | 2017-05-01T20:09:11-05:00 January 22nd, 2015|Experience Design, Great Stories, Q&A, Speaking + Workshops, Story as Strategy, Strategy + Adoption, Trends|Comments Off on THE 2015 CUSTOMER EXPERIENCE OUTLOOK

James Patterson's New Book Will Self-Destruct in 24 Hours

James Patterson has written lots of books. He's known for thrilling readers with his engaging style. But he's never thrilled them like this before. With the launch of Private Vegas, Patterson isn't just creating a reading experience for consumers, he's creating real-world, highly engaging experiences for passionate fans. Two in fact. One lucky (and well-heeled) reader gets [...]

By | 2017-05-01T20:09:11-05:00 January 21st, 2015|CX Tech, Experience Design, Great Experiences, Great Stories, Reviews, Story as Strategy|Comments Off on James Patterson's New Book Will Self-Destruct in 24 Hours

Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Nordstrom’s [JWN] acquisition today of Trunk Club (a personal shopping service for guys who hate to shop but want to look good) is reported in the business press today with all the right financial reasons: scale, financial strength, distribution efficiencies, etc. Sales may double to $100 million according to its founder, Brian Spaly, the chief [...]

By | 2017-05-01T20:09:12-05:00 July 31st, 2014|CX Design, CX in Retail, CX Tech, Experience Design, Great Experiences, Great Stories, Reflections, Reviews, Story as Strategy, Strategy + Adoption, Tips|Comments Off on Nordstrom's Acqusition of Trunk Club is a Win for Shareholders, Employees, and Customers

Officially CCXP

What is CCXP? The CCXP (Certified Customer Experience Professional) program is a vendor-agnostic, independently-governed professional accreditation that provides an industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments. I am excited to add the additional letters at the end of my name, Mike Wittenstein, CCXP, and to add my name to the [...]

By | 2017-05-01T20:09:13-05:00 May 31st, 2014|Great Stories, Reviews|Comments Off on Officially CCXP

Marcus Evans Case Study

Customized Messaging and a Little Know How Save The Day Marcus Evans is a global promoter and provider of business conferences, global economic and business summits, professional business training and corporate hospitality. [It Gets Better - Click] They have clients on six continents and in over two-dozen countries. Marcus Evans has it going on. One must [...]

By | 2017-05-01T20:09:17-05:00 September 27th, 2013|CX Design, Experience Design, Great Stories, Presentations, Speaking + Workshops|Comments Off on Marcus Evans Case Study

How I'd Handle Carnival Cruise Lines Differently

On February 10, 2013, Carnival Cruise Line's Triumph suffered a contained fire which launched a chain reaction of on-board service failures. Thousands of passengers were stranded on board with little food, no climate control, and poor sanitary and living conditions. It was no vacation. The firm's CEO, Micky Arison, quickly apologized (good move) but, in [...]

By | 2017-05-01T20:09:18-05:00 February 23rd, 2013|Culture + Adoption, Great Stories, Strategy + Adoption, Tips|Comments Off on How I'd Handle Carnival Cruise Lines Differently

Thank You's are 'Best Practice' at Stimmt

In addition to doing some great customer experience design work, my friends at Zurich-based Stimmt really practice what they preach. Each member of the team is given colored cards (Passion (red), Opportunity (purple), Quality (blue), Knowledge (green), Effectiveness (aqua), and Esteem (orange)) which they write notes on and share with their colleagues to show appreciation for [...]

Smaller Companies Can Benefit From Experience Design Too!

Nick Sarillo was a carpenter--until he decided to open Pizza restaurant in Chicago. In the pizza business, Chicago is the easiest place to open a pizza restaurant--and the easiest place to go out of business! Undaunted by others' histories, Nick started with a different way of doing business. He started by instilling a sense of [...]

Dave Carroll Believes in Social Non-Confrontation

Dave Carroll, the guy who created one of the first viral videos about United Airlines breaking his guitar, was one of the keynoters at European Customer Experience World in London. He and I had a chance to speak after his presentation.     When I asked him about what this own journey had taught him, I was surprised. Dave [...]

By | 2017-05-01T20:09:19-05:00 July 21st, 2012|Experience Design, Great Stories, Interview|0 Comments
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