• This is a very interesting article that truly highlights that companies need to focus on how they direct their efforts in business. Those four aspects, the innovation cycle, company DNA, emotional connections, and the complete experience, combine to create a wholesome customer experience: exactly what companies should be aiming for when establishing goals and setting standards. As the article states, “it’s all about experience,” and companies would do well to adhere to the four standards because they outline just how easy it is to orient a business towards a positive customer experience, but also how easy it is to lose sight of that focus. In such a competitive market, companies cannot afford to lose sight of what customers truly desire, and those that do are not around for very long. Great post, Tom.