September 16, 2008

Dig This Customer Experience

Boy in front of truck “The only difference between men and boys is the size of their... toys.”


Or, at least that might be Ed Mumm’s philosophy. Ed found a way to profit from that bit of pop wisdom by bringing adult-size Tonka® toys to life. And it isn’t just “the boys” getting behind the levers and gauges of bulldozers and hydraulic excavators at “Dig This,” the first heavy-equipment playground in America. Women like to play in the sandbox,too.


This is more evidence that illustrates...

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What is the PEF?


  • The Personal Experience Factor - The sum total of how a customer thinks, feels, and responds when doing business with you.

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.