Learn From West Elm’s Missed Opportunity
But for some reason, few programs deliberately measure and manage their emotional outcomes, even though emotions strongly outweigh effectiveness and ease. (This holds true even for B2B, as Jen Zamora of Dow so eloquently demonstrated in my interview with her.)
This omission was particularly glaring for me during my recent experience with West Elm, Williams-Sonoma’s chain of high-end, artfully designed furniture stores.