“By attending to the entire user experience, designers can create a rich, sensory experience, which helps to immerse users and encourage them to become fully involved in the site and its message… Through immersion, the user experiences joy and satisfaction: positive qualities that will be transferred to your brand.” - Sharon Lee

Check out Sharon’s article “Human-to-Human Design” here

“We live in a world where the little things really do matter.  Each encounter no matter how brief is a micro interaction which makes a deposit or withdrawal from our rational and emotional subconscious.  The sum of these interactions and encounters adds up to how we feel about a particular product, brand or service.  Little things.  Feelings.  They influence our everyday behaviors more than we realize.” - David Armano

Check out David’s blog Logic+Emotion, my favorite UX related blog with amazing visuals

“Ultimately, by incorporating your brand into people’s everyday lives, you are given an amazing opportunity to drive home the message that your company is not just routine, but exceptional” - The Starbucks Experience by Joseph A. Michelli

Check out the book The Starbucks Experience. I highly recommend it as an example of a company that focuses on excellent customer experiences.