I just returned from Disney's first ever Customer Experience Summit, presented by the Disney Institute at Walt Disney World in Orlando.  It was amazing, and demonstrated Disney's complete mastery of the craft of customer experience in both the material they presented and the way in...

I am fortunate in that I live in a suburb of Philadelphia where there are lots of shopping choices.  Within twenty minutes of my house I can get to two major malls, several big box hardware stores, uncountable drug stores, and lots of great specialty...

If you're a regular reader of my blog then you know that I have a slight Disney World problem. As a kid, I thought it was a great place to go. As an adult, I appreciate it as a masterful application of design thinking, a...

Every customer experience has what's called a setting, the context in which the customer interacts with your organization. It can be your building or your website, your customer service phone line or your mobile app. Sometimes settings travel to the customer, like when an HVAC...

We know that Disney is the epitome of an ideally crafted customer experience. So what would happen if those skills were applied to your IT department?...

When I started my career I was a programmer, so I learned how to design the inner workings of software. With the rise of the GUIs in the mid-80s I learned how to design better user interfaces, so I became a usability designer. Then I...