In FastCoDesign: Good thoughts on the topic. " ... Designing Happiness ... The Secret to Customer Loyalty? It's less about the moment of interaction and more about what comes before and after. .... To devise innovations that make customers feel differently, we need to broaden the lens beyond the operational and transactional to focus more on the behavioral and emotional—what we at Lippincott are starting to call "the happiness halo." ... '
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