I’ve always struggled with the fact that the work I do seems a bit ‘touchy-feely’ to business folks. But today I learned about some secret sauce that makes it quantifiable. There are actually methods and models to prove that a good Customer Experience has a significant effect on the bottom line. It can be about profit and doing things that delight customers. That has always just been a gut instinct but now I’ve got numbers and proof to back me up.

way cool.