We currently live in a world where customers’ expectations, needs, and demands are shifting. Like a butterfly, the perception of value goes through a metamorphosis—from product/production of goods (Stage 1) to service/provision of services (Stage 2), to finally experience/crafting of moments (Stage 3). Today’s organizations are required to make the shift to the “experience” economy and accordingly make emotions key to their offerings, deliberately designing Oh Yes! Moments into the customer experience.

That’s the way to your customers’ hearts.
Create memories that energize and provoke excitement.
Drive customer advocacy.
Make your investment a story to tell.
Period!