In my research into a methodology for measuring product-market fit, I inadvertently discovered a technique that is incredibly useful for measuring how much value your brand/offering brings to your customer. The Customer Value Indicator (CVI), identified in the ... Read More

Why "economic distinctions" are importantI first read the term "economic distinction" when I read an oft-quoted article by me, "Welcome to the experience economy" by Joe Pine and James Gil... Read More

"Customer Experience", it's already a dreaded word for many CEOs. Like "digital" before it, "CX" can come across as a loaded term: everyone knows that it's important, but everyone also has their own definition of it.This article, as such, is i... Read More

When I first met Adrian Stone, I knew him as an angel investor, and was curious as to what our engagement with his investment fund was going to look like. When he told me that he wanted to talk about his upcoming luggage venture, I became even more intrigued: "CX" and "hardware&quo... Read More

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