My passion Thinking about how organizations can design products, services and interactions with their customers in order to create remarkable experiences for their customers. Why is that important? 1. The MBA perspective: It creates business because great customer experiences lead to loyal customers, word of mouth, decreased price-sensitivity, increased cross- and up-selling potential and at the end of the day higher profits. 2. The human perspective: Finding an exact definition of a great experience might be difficult but from my perspective they have something in common – they make you (the customer) feel good. About me I am a Ph.D. student at the Institute of Information Management at the University of St. Gallen. My current research interests are customer-centric new service design and methods & tools for R&D departments in service organizations. Currently I am developing a method that puts the customer and the customer experience at the center of the process of developing new services. Let’s exchange ideas! I’d like to share experiences, ideas, stories and more on how organizations make their customers feel good as well as what organizations can do with their products and services to create remarkable experiences for you.