Studying the impact of innovation on business and society

Experience Begins Here


Experience is becoming more important than the product itself.

What is experience?

It’s not a thing, it’s everything. It’s an embrace and an emotional ecosystem that requires purpose, thoughtfulness and mastery. More so, experience requires architecture and a supporting ecosystem to deliver more than features, utility or capability. And, it starts here: <3

We must flip our everyday approach from brand-centricity to customer-centricity. Think beyond budgets, approvals and technology and creativity for the sake of technology and creativity. That’s what everybody else does.

Unlock empathy.



Give a shit.

As a leader or as someone fighting for change, either way, you have to break the shackles of fear, process and politics to inspire creativity and reward risk.


What can I do that I couldn’t do before?

How do you make me feel? What do you want me to feel?

How do you become an extension of me…an expression of what I do or what I want to do?

What brings us together and keeps me coming back to you? What’s our center of gravity?

What can we do together that I can’t do without you?

More to come…

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6 COMMENTS ON THIS POST To “Experience Begins Here”

  1. PeterJ42 says:

    The 19th century was the era of mass manufacture. It created a product mindset.
    And the 20th century was the era of mass media. It created an audience mindset.

    We see companies all the time with both. Product, then audience.
    We even coined a word for both – consumerism. People as audiences to be talked at and customers to be sold to.

    Products aren’t scarce any more. People aren’t going to go the extra mile to seek you out.
    We have the information we need, without mass media. We aren’t an audience anymore.

    The 21st century is the connection era. And if you don’t connect with us, and show us why we should want to connect with you, we’ll simply live without you. We’re not customers any more.

  2. Mary says:

    Customer centric marketing tactics are getting more results and one must have to place them selves in customer’s place to reward them

  3. Jeff Charles says:


    This article hit home with me. I’m a new entrepreneur working to build my business, which will specialize in helping other businesses connect with their customers by providing great experiences.

    I loved it when you said “unlock empathy.” People don’t normally think of companies as being empathetic; popular perception would dictate that empathy is the antithesis of what companies are supposed to stand form. I disagree with that. I believe that the only way a company can continue to grow is to create a lasting connection with their audience.

    Yes, consumers want products and services that address their needs, but they also want to do business with companies that truly care about them and their community. They want to see the passion that drives the company to serve their audience.

    Thanks so much for writing this!

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