Kerry Bodine, principal analyst service customer experience professionals at Forrester Research Inc. writes about our concept of the Dramatic Arc: in her article BOOM! WOW, WOW, WOW, BOOM!! DOES YOUR CUSTOMER EXPERIENCE HAVE A DRAMATIC ARC?
“Every business needs to figure out what their booms are and what their wows are,” says Adam. “For an undertaker, listening to stories about the customer’s lost loved one might be a boom. At Disneyland, it’s fireworks.”