Thinking – Original Articles by Lowercase Ideas and insights for crafting smart brand strategies and designing profitable experiences your customers will love: Getting to Wow Imagine two options—your company could eliminate negative experiences for unhappy customers OR elevate positive experiences for happy customers. Which do you choose? Hint: the unexpected winner yields nine times greater ROI. Moments that Matter When customers assess experiences, everything does not count equally—in fact, many aspects do not count at all. The surprising truth about great experiences is that they are mostly forgettable—with a few notable moments mixed in. Elevation Part 1 – Common Elements What makes some customer experiences special and others utterly forgettable? Learn what it takes to build moments that stand out from the everyday through “Elevation”.
