“Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction. Customers turn into advocates. Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” – Nick Finck
Read more from Nick’s InfoCamp Seattle 2009 talk “Holistic Customer Experiences.”
“Storytelling offers a way for the team to really understand what they are building and the audience that they are creating it for. Stories allow for the most complex of ideas to be effectively conveyed to a variety of people. This designed product/experience can then offer meaning and emotion for its users.” – Francisco Inchauste
Read more in Francisco’s Smashing Magazine article “Better User Experience With Storytelling – Part One.”