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October 02, 2007


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This is a really great idea from Embassy Suites. There are so many ways you can adapt this idea to other professions in order to create an established connection between customer and business. I believe once this connection is established the customer will not hesitate to use you again as opposed to looking elsewhere for a similar service. This article has given me several ideas for my business already!

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Customer Experience Architecture

  • CEA is the process of crafting a powerful and positive PEF. Today’s customer expects to be engaged in the buying experience through emotional, intellectual and sensory based touch-points. Creating a compelling and dynamic customer experience is the factor that transforms customers into business advocates.

Customer Experience Index

  • Ten Key TouchPoints Most Important to Customers
    The CEI is for anyone who is interested in measuring the strength of their performance through the eyes of their customers. This scorecard provides a numeric grade for each of 10 key "TouchPoints" considered to be most important to consumers, based on surveys by Fred Crawford of Alix Partners.

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