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customer experience
Shaun Smith
  • By Shaun Smith
  • Sep 22 2008

Where does value come from? (Part 1)

IBM’s annual survey of CEOs* identifies five traits for what IBM calls ‘the enterprise of the future’. One of them, intriguingly, is “innovative beyond customer imagination”.

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Shaun Smith
  • By Shaun Smith
  • Sep 06 2008

Customer Experience and the primacy of the senses

When Andy Cosslett, CEO of InterContinental Hotels Group, joined that company, one of the first things he asked is “What does a Holiday Inn smell like?” Nobody in IHG had even thought of that as a question before. We need to be reminded that to design a customer experience you have to design for all the senses.

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