OUR 30-YEAR MISSION

1988 was the year I read a simple blurb about a 1985 TARP Study. Everything changed after that. Fascinated with the concept of negative consumer experiences, I began to closely study why customers became unhappy with transactional experiences. In 1989 I committed to writing a business book about this. 

In 2019 we self-published our book, only after we completed eight rounds of tedious, and professional editing. The end result is a simple book of 255, customer-pleasing tools that are timeless.  Click below to purchase our book in either PAPERBACK, E-BOOK or AUDIO.

In 2019 we launched a podcast to augment the book. More about that in the next paragraph. 

We offer virtual, and in-person WORKSHOPS designed to improve customer experiences. The EXPERIENCE ECONOMY is full of opportunities to create long-term customers, that recognize the value of customer-centric service.