Magic? It’s just thoughtful design.

“​Today’s customer journey is not just a matter of a few touch points as the consumer systematically narrows choices. Instead, most consumers take an iterative and expansive journey. They consider multiple perspectives, often through the use of social media. They interact with other people and other products and services. The journey between visiting a company’s website, say, and making an actual purchase is an emotional, cognitive, and motivational process. It’s the mix of those forces that creates feelings, memories, and stories about an organization, whether positive, negative, or ambivalent. It’s this variability that creates opportunities for companies to deliver memorable experiences. (…)”

Stefan Thomke a.k.a. /stefan-thomke-innovation ~ MIT Sloan Management Review ★ courtesy of @2BFrank