Can't speak to the online experience but Mark Hurst (Good Experience) recently interviewed Brian King (Courtyard Marriott VP and Global Brand Manager) about the in-person customer experience and wrote about it here:
http://goodexperience.com/2009/09/interview-with-brian.php Cheers, MJ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Posted from the new ixda.org http://www.ixda.org/discuss?post=47972 ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [email protected] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
