Moore, C. (2002). The New Heart of Your Brand: Transforming Your Business through Customer Experience (Summary)

In this article, Moore discusses how to develop meaningful experiences for customers. Understanding customer experience is important because, according to Moore, experiences are what influences the future behaviors of consumers above everything else. Interacting with a business is always an experience, whether it be good or bad. Moore references Chase and Dasu in illuminating that … Continue reading Moore, C. (2002). The New Heart of Your Brand: Transforming Your Business through Customer Experience (Summary)