“Happy to Be Hooked: Design, Emotion and the New Customer Experience”

Written on January 20, 2016 by Fiona Soltes on NRF.com

Chris Bye, entrepreneur and customer experience strategist opened a Retails BIG Show session called “Happy to Be Hooked: Design, Emotion and the New Customer Experience” with a photo of Draper and a charge to “look at the world through a new lens.”

don-drapper-chris-bye

That lens requires looking at and understanding consumers on the level of their needs and motivations. Quite simply, Bye said, “customer-centric companies win.” – See more…