Balancing Act: Memorable Customer Experience

Roy and I just put the finishing touches on a chapter that will be appearing in the forthcoming book, Memorable Customer Experiences. Our chapter, titled Balancing Act: The Impact of Rational and Emotional Designs on Memorable Customer Experiences, explores how rational and emotional experiences work together to create great customer experiences. A new contribution offered by this article is the Memorable Experience Model, which from a design perspective illustrates the outcomes when the rational and emotional elements of a customer experience are in (or not in) alignment.



The book, which should be published in 2009, is edited by Adam Lindgreen, Joëlle Vanhamme, and Michael Beverland, and published by Gower Publishing in the UK.