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Posted at 9:59 pm on July 4, 2009 | Leave a comment | Filed Under: Uncategorized | Continue reading

The experience library, part 3: Comfort

In previous posts, here and here, I wrote about the Cerritos Library. The library provides some great examples of my 8-step process for analyzing the customer experience. So far we’ve covered the invitation/welcome, and orientation. Today I’ll talk about Step 4: Comfort. If you don’t make your customers/visitors/ patients/guests comfortable, they won’t want to stay. […]


I am a visitor experience consultant and I love working with people who are passionate about creating great experiences, whether that’s through design, research, or customer service training. My clients include museums, zoos, botanical gardens, aquariums, libraries, and small businesses located across the U.S. and abroad.