Customer Journey Quotes

When the customers, just like the business owner, fail to see why they should buy this and not that, a business will collapse.

When a man journeys into a far country, he must be prepared to forget many of the things he has learned, and to acquire such customs as are inherent with existence in the new land; he must abandon the old ideals and the old gods, and oftentimes he must reverse the very codes by which his conduct has hitherto been shaped.

There are apparently few limitations either of time or space on where the psyche might journey and only the customs inspector employed by our own inhibitions restricts what it might bring back when it reenters the home country of everyday consciousness.

In the long run, our customers are going to determine whether we have a job or whether we do not. Their attitude toward us is going to be the factor determining our success.

The problem with success, even a little success, is that it changes you. You are no longer walking along the same precipice that drove you to do great work in the first place. Now you have something to defend: a reputation, money in the bank, a brand, real customer expectations. Success can take the edge away.

Believers may come from different cultures, countries, or customs, but we serve one God who unites us all.

The Call of the Wild They have cradled you in custom, they have primed you with their preaching, They have soaked you in convention through and through; They have put you in a showcase; you're a credit to their teaching– But can't you hear the wild?–it's calling you. Let us probe the silent places, let us seek what luck betide us; Let us journey to a lonely land I know. There's a whisper on the night-wind, there's a star agleam to guide us, And the wild is calling, calling . . . . let us go.

Journeying over many seas & through many countries I came dear brother to this pitiful leave-taking The last gestures by your graveside The futility of words over your quiet ashes. Life cleft us from each other Pointlessly depriving brother of brother Accept then, our parents' custom These offerings, this leave-taking Echoing forever, brother, through a brother's tears

I could wish to spy the nakedness of their hearts, and through the different disguises of customs, climates, and religion, find out what is good in them, to fashion my own by. It is for this reason that I have not seen the Palais Royal - nor the facade of the Louvre - nor have attempted to swell the catalogues we have of pictures, statues, and churches - I conceive every fair being as a temple, and would rather enter in, and see the original drawings and loose sketches hung up in it, than the Transfiguration of Raphael itself.

Constant comparisons are the stamp of the foreigner; one continually translates manners and customs of a new country into terms of his own, before he can fully comprehend them.

Marketing 5.0, by definition, is the application of human-mimicking technologies to create, communicate, deliver, and enhance value across the customer journey.

Entrepreneurs should map out the customer journey and identify opportunities to enhance value at each touchpoint.

The series of interactions outline a so called customer journey through the offerings of the respective service.

Never Underestimate. Just as in any other negotiation, watching before acting is as important as listening before speaking. It's doubly important in China, however, where customs are time-honored and breaches of protocol not so quickly forgiven.

Anubis is associated with the mummification and protection of the dead for their journeys through Denver International Airport to the afterlife. He is usually portrayed as being half human and half jackal, and holding a metal detector in his hand ... Anubis is employed by the Department of Homeland Security to examine the hearts of all travellers to make sure they have not exceeded the weight limit for psychological baggage ... He is also shown frisking mummies and confiscating firearms and other contraband. It doesn't take much to tip the scales in favour of a dead body cavity search or an afterlifetime travel ban.

We all travelled light, taking with us only what we considered to be the bare essentials of life. When we opened our luggage for Customs inspection, the contents of our bags were a fair indication of character and interests. Thus Margo’s luggage contained a multitude of diaphanous garments, three books on slimming, and a regiment of small bottles each containing some elixir guaranteed to cure acne. Leslie’s case held a couple of roll-top pullovers and a pair of trousers which were wrapped round two revolvers, an air-pistol, a book called Be Your Own Gunsmith, and a large bottle of oil that leaked. Larry was accompanied by two trunks of books and a brief-case containing his clothes. Mother’s luggage was sensibly divided between clothes and various volumes on cooking and gardening. I travelled with only those items that I thought necessary to relieve the tedium of a long journey: four books on natural history, a butterfly net, a dog, and a jam-jar full of caterpillars all in imminent danger of turning into chrysalids. Thus, by our standards fully equipped, we left the clammy shores of England.

This story takes place a half a billion years ago-an inconceivably long time ago, when this planet would be all but recognizable to you. Nothing at all stirred on the land except the wind and the dust. Not a single blade of grass waved in the wind, not a single cricket chirped, not a single bird soared in the sky. All these things were tens of millions of years away in the future. But of course there was an anthropologist on hand. What sort of world would it be without an anthropologist? He was, however a very depressed and disillusioned anthropologist, for he'd been everywhere on the planet looking for someone to interview, and every tape in his knapsack was as blank as the sky. But one day as he was moping alongside the ocean he saw what seemed to be a living creature in the shallows off shore. It was nothing to brag about, just sort of a squishy blob, but it was the only prospect he'd seen in all his journeys, so he waded out to where it was bobbing in the waves. He greeted the creature politely and was greeted in kind, and soon the two of them were good friends. The anthropologist explained as well as he could that he was a student of life-styles and customs, and begged his new friend for information of this sort, which was readily forthcoming. ‘And now’, he said at last, ‘I'd like to get on tape in your own words some of the stories you tell among yourselves.’ ‘Stories?’ the other asked. ‘You know, like your creation myth, if you have one.’ ‘What is a creation myth?’ the creature asked. ‘Oh, you know,’ the anthropologist replied, ‘the fanciful tale you tell your children about the origins of the world.’ Well, at this, the creature drew itself up indignantly- at least as well as a squishy blob can do- and replied that his people had no such fanciful tale. ‘You have no account of creation then?’ ‘Certainly we have an account of creation,’ the other snapped. ‘But its definitely not a myth.’ ‘Oh certainly not,’ the anthropologist said, remembering his training at last. ‘Ill be terribly grateful if you share it with me.’ ‘Very well,’ the creature said. ‘But I want you to understand that, like you, we are a strictly rational people, who accept nothing that is not based on observation, logic, and scientific method.’ ‘"Of course, of course,’ the anthropologist agreed. So at last the creature began its story. ‘The universe,’ it said, ‘was born a long, long time ago, perhaps ten or fifteen billion years ago. Our own solar system-this star, this planet, and all the others- seem to have come into being some two or three billion years ago. For a long time, nothing whatever lived here. But then, after a billion years or so, life appeared.’ ‘Excuse me,’ the anthropologist said. ‘You say that life appeared. Where did that happen, according to your myth- I mean, according to your scientific account.’ The creature seemed baffled by the question and turned a pale lavender. ‘Do you mean in what precise spot?’ ‘No. I mean, did this happen on land or in the sea?’ ‘Land?’ the other asked. ‘What is land?’ ‘Oh, you know,’ he said, waving toward the shore, ‘the expanse of dirt and rocks that begins over there.’ The creature turned a deeper shade of lavender and said, ‘I cant imagine what you're gibbering about. The dirt and rocks over there are simply the lip of the vast bowl that holds the sea.’ ‘Oh yes,’ the anthropologist said, ‘I see what you mean. Quite. Go on.’ ‘Very well,’ the other said. ‘For many millions of centuries the life of the world was merely microorganisms floating helplessly in a chemical broth. But little by little, more complex forms appeared: single-celled creatures, slimes, algae, polyps, and so on.’ ‘But finally,’ the creature said, turning quite pink with pride as he came to the climax of his story, ‘but finally jellyfish appeared!

the invention of mummification. This was believed to be the key to a happy afterlife; certainly there were no disgruntled customers coming back to say otherwise.

In customs we are conservatives and traditionalists; we prefer the known evil to good yet to be learned, but in everything else we are always on the lookout for something new.

Being better or different from competitors is not enough anymore. Being a mission-focused organization will attract, engage, and retain well-aligned customers, colleagues, and collaborators.

The body count alone marks the plantation as a sacred place, and yet that's not what hallows the grounds to most. Traditionally, the plantation is a place where architecture and windows and wallpaper are lauded but the bodies who put them up are not. It is still marketed as the crux of the Old South, a place of manners, gentility, custom, and tradition; the South's cultural apogee. It is where much of Southern culture was born, and that includes much of Southern food, and it is the place where, by and large, black America was born - and that's precisely why I use the plantation as a place of reclamation.

There has been more bloodshed in the name of God than for any other cause. And it is all because people never attempt to reach the fountain-head. They are content only to comply with the customs of their forefathers, and want others to do the same.

Denying women access to the mosque, like denying them other rights, was simply clinging to customs, not faith, said Akram. In the case of education, he'd gone further: preventing women from pursuing knowledge, he said, was like the pre-Islamic custom of burying girls alive.

The restaurant was waning, indifferently relaxing its illusion: for the late-comers a private illusion took its place. Their table seemed to stand on their own carpet; they had a sensation of custom, sedateness, of being inside small walls, as though dining at home again after her journey. She told him about her Mount Morris solitary suppers, in the middle of the library, the rim of the tray just not touching the base of the lamp... the fire behind her back softly falling in on its own ash-no it had not been possible to feel lonely among those feeling things.

On a broad level, speculative fiction is about encounters with the unknown, whether that takes the form of aliens or werewolf or eldritch creatures beyond mortal ken. Similarly, much of the diaspora experience is tied to uncertainty. You journey to a strange land you’ve only heard about in stories, one where the language is unfamiliar and the customs perplexing. You have a few things with you—a sword, a bow, a bag full of spells and paperwork for a Green Card application—but it’s still a terrifying experience. While part of that terror is necessarily tied to survival, another element is the fear of change—the literal change in environment and the ways you change in response. For both SFF protagonists and new immigrants, there’s the major question of how much you choose to fight against or welcome those change while maintaining vestiges of your previous self.

A curious country,” writes Van Mitten in his note-book, as he hastily jotted down some random impressions of the journey. “The women work in the fields and carry burthens, while the men spin flax and knit in wool.” The worthy Dutchman was not mistaken: such are still the customs in the distant province of Lazistan, where the second portion of the journey was commenced.

THE CUSTOMER JOURNEY CANVAS At the online touchpoint of the book we provide you with a canvas developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self-portrayal and with customers and other stakeholders to explore and evaluate services. Besides visually simplifying existing services, you can also use it to sketch service improvements and innovations. It supports many of the tools presented later in this book. The Customer Journey Canvas is available under cc license on our website. Try it, adapt or modify it, take a snapshot and share how you use the canvas through our website. Watch out for service design thinking! NOTE:

In September 2020, Dawn Wooten, a nurse at Irwin County Detention Center, a private Immigration and Customs Enforcement (ICE) facility in Georgia, alleged in a whistleblower complaint that an obstetrician-gynaecologist was performing ‘unwarranted’ and often non-consensual mass hysterectomies on detained women. According to Wooten, ‘everybody he sees has a hysterectomy – just about everybody

Customs Internal Affairs knew everything I knew about Thornburgh, Bush, Noriega, Jose Busto, Jimmy Buffet, the Caribbean branch of CIA drug ops, the arming of Nicaragua’s Contras, and the destabilization of the Middle East through the arming of Afghanistan and Iraq. Mark and I knew we had strong support, and friends as dedicated as we are to dismantling the criminal corruption that was eroding the soul of America.

The Inquisition railed against the Mapuches for their polygamous customs, but overlooked the harems of captive Indian women accompanying the Spaniards: more mestizo children meant more subjects for the crown of Spain and more souls for the Christian religion. From those violent embraces come our peoples, and to this day men act as if they were on horseback surveying the world from on high, giving orders, conquering.

So! Isn’t it worth one’s curiosity to study the different ways that the soul may leave the body and how, according to the character, the temperament, or even the local customs of a country, individuals face up to that supreme journey from being to nothingness? As for me, I can assure you of one thing: the more you have seen others die, the easier it becomes to die oneself. So, in my opinion, death may be a torment, but it is not an expiation.

It's fun to think about what kind of car you want to have. You compare specifications and customize everything your way. More importantly than the type of vehicle you want to get, is where you want to go with it. Where will this car take you if you were to have it today. Perhaps it's already yours. Now where will you drive tomorrow, next month, next year, for the rest of your life? Make your journey memorable by looking ahead into the distance. The distance is where we find our ultimate destination.

A survivor of incest and occultism himself, Greg Reid had cause to be aware of mind control ops that transported our nation’s missing blonde haired blue-eyed children over the Mexican border and on to various Arab destinations3. Every border guard, Customs official, and police officer in attendance was aware of this mind control ring. Photos of Columbian and Saudi private jets full of traumatized children were in abundance, yet “National Security” prevented them from bringing the perpetrators to justice.

Services are a series of interactions between customers and the service system through many different touchpoints during the customer journey. As the sole way that customers relate to your services, you would think that interactions would be centre stage for all service providers. So, why are so many services so bad? When Demos, a UK think tank, talk of a fundamental disconnection between services and people, one of the main reasons they give is the poor consideration of the interactions between the service provider and the customer – the interaction design. To value your customer, you need to spend some time understanding the interactions they have with your service, and that means two things. Firstly, viewing your service through the customers’ eyes, and secondly, designing in such a way that customers receive consistent experiences over time which they consider valuable. It’s strange, but repeatedly we see companies ignoring both of these aspects, with the consequence that customers feel ignored and value is lost. One

Starbucks Training. I had just read a book about habits and one of the most interesting sections in the book was about a guy who worked for Starbucks as a barista. He had a fly-off-the-handle kind of personality and part of his training at Starbucks was to go through exercises simulating how he would react to difficult customers. He anticipated both external and internal problems before they happened and was ready with a response for each one, so when those things happened, it wasn’t the first time he’d thought of how to deal with them.

the impression made upon them by the first view of a camel equipped and loaded for the desert. Custom, so fatal to other novelties, affects this feeling but little. At the end of long journeys with caravans, after years of residence with the Bedawin, the Western-born, wherever they may be, will stop and wait the passing of the stately brute. The charm is not in the figure, which not even love can make beautiful; nor in the movement, the noiseless stepping, or the broad careen. As is the kindness of the sea to a ship, so that of the desert to its creature. It clothes him with all its mysteries;

Masculinity is not about being the biggest, the fastest, the strongest, the one who sleeps with the most girls, and the one who has the most money. The one who has the most accomplishments is not the most masculine. In fact, it is often the men who covet these things most who are covering and compensating for the greatest insecurities. Let us revere the one who loves others deeply, loves himself deeply, and has a dream that he is inspired to live with and by and through. He is a man. He does not stand unmoved or untouched in the face of truly moving experiences. He does not judge the totality of his life or anyone else’s life by the totals on the scoreboard as the clock ticks down to zero. He does not use money as a proxy for emotional connection nor material possessions as the measure of his self-worth. He does not define his manhood by the number of women he has conquered. He does not always fight fire with fire; sometimes he doesn’t need to fight at all. He does not meet seriousness with silliness when it is seriousness that is required. He does not take risks for risks’ sake, because he does not hide from his frailty, his mortality, or his humanity. He does not pretend to know everything about anything, nor is he afraid to admit when he knows nothing about something. And perhaps most important of all, he does not walk around thinking he’s The Man. No, the masculine man goes through a journey, a process of self-discovery, and figures out what he needs to do to acquire the tools, knowledge, wisdom, grace, love, passion, and joy to pursue his destiny. His destiny is his dreams. Those may evolve over time, but in their pursuit, he is not breaking down anyone else or hurting anyone else. He is not at war with other people, conquering them. He is the one joining forces, searching for the win-win. He is the one who is lifting others up, inspiring others through his journey and his own process (in which he is finding ways to create value along the way). He is the hero of his own journey. And in so being, he is looking for every way to have the best relationships possible with his family, friends, his romantic partner, his colleagues, or his customers. He’s finding ways to be the best possible version of himself. Masculinity is about discovering yourself and owning what you find. It’s about being kind to others, and pursuing your dreams with all the passion and energy you can muster. It’s about doing something that is meaningful to you that brings value to others. That’s how you build a legacy.

As I grew into boyhood, I extended the range of my observations. My holiday afternoons were spent in rambles about the surrounding country. I made myself familiar with all its places famous in history or fable. I knew every spot where a murder or robbery had been committed, or a ghost seen. I visited the neighboring villages, and added greatly to my stock of knowledge, by noting their habits and customs, and conversing with their sages and great men. I even journeyed one long summer's day to the summit of the most distant hill, whence I stretched my eye over many a mile of terra incognita, and was astonished to find how vast a globe I inhabited.

In terms of understanding the patriarchal struggle for control of women's bodies, the issue of blood is a major preoccupation. For not only did women bleed every month, from girlhood for all over their adult lives; every stage of their journey as women, every passage from one state to the next (menarche, defloration, childbirth) was also marked by the flow of blood with its frighteningly ambivalent signal of both life and death. The greater the danger the stronger the taboo. All these "courses" of women's lives have triggered an intricate and often savage set of myths, beliefs and customs in which the containment of cultural fears overrode any personal concern for the female who was ostensibly the cause and center of it all.

At length Lincoln climbed onto the end platform of a train composed just for this first leg of his journey, a small but cheery “Special” with a locomotive and wood-filled tender, baggage car, and a single bright-yellow passenger car. The locomotive was a tried-and-true 4-4-0—four unpowered small wheels on a guide “bogie” up front, four giant fifty-four-inch-diameter drive wheels under the cab and body—built by the Hinkley Locomotive Works of Boston, and, per custom, given a name: “L. M.Wiley.” Whether Lincoln knew it at the time or not, the engine’s namesake, Leroy M. Wiley, sixty-six, a wealthy director of the Great Western Railroad, was a slaveholder from Alabama with plantations in Eufaula and Macon County. He would soon be declared an “alien enemy.

To really understand it, you'll need to know a lot," he said. "To understand the stories of the Prophets in it, you need to know your Bible stories." I gulped. My knowledge of the Bible was cobbled together from Renaissance paintings and reading Paradise Lost in sophomore English. To understand the text, you need to understand the context, the Sheikh continued. To make sense of the rules it sets down, you need to understand Arab society during the age it was revealed: "So if you don't know the customs and traditions of the Prophet Muhammad's time, you can't make sense of it." My background in seventh-century Arabia was rudimentary, and my Arabic nonexistent. The Sheikh beamed as he reached for his coat. "And of course, if you're lazy, you can't make sense of it.

What is most dystopian about all of the digital houses designed for customized consumption is the implication that the entire landscape could be covered with new houses lacking any social or economic neighborhood context. Designers minimize the need for family or neighborhood interaction if they plan for digital surveillance as a route to ordering mass-produced commodities as well as handling work and civic life. If many external activities, such as paid work, exercise, shopping, seeking entertainment, and voting, are able to be done in-house through the various electronic communications systems, reasons for going outside decrease. The residents become isolated, although the house continues to function as a container for mass-produced goods and electronic media. In a landscape bristling with tens of thousands of digital houses and cell towers, where the ground is laced with hundreds of thousands of miles of fiber-optic cable, neighborhoods may not exist. Car journeys involving traffic problems may disappear, although the roads will be clogged with delivery vans.

In the casual opinion of most Americans, I am an old man, and therefore of little account, past my best, fading in a pathetic diminuendo while flashing his AARP card; like the old in America generally, either invisible or someone to ignore rather than respect, who will be gone soon, and forgotten, a gringo in his degringolade. Naturally I am insulted by this, but out of pride I don’t let my indignation show. My work is my reply, my travel is my defiance. And I think of myself in the Mexican way, not as an old man but as most Mexicans regard a senior, an hombre de juicio, a man of judgement; not ruco, worn out, beneath notice, someone to be patronized, but owed the respect traditionally accorded to an elder, someone (in the Mexican euphemism) of La Tercera Edad, the Third Age, who might be called Don Pablo or tio (uncle) in deference. Mexican youths are required by custom to surrender their seat to anyone older. They know the saying: Mas sabe el diablo por viejo, que por diablo - The devil is wise because he’s old, not because he’s the devil. But “Stand aside, old man, and make way for the young” is the American way. As an Ancient Mariner of a sort, I want to hold the doubters with my skinny hand, fix them with a glittering eye, and say, “I have been to a place where none of you have ever been, where none of you can ever go. It is the past. I spent decades there and I can say, you don’t have the slightest idea.

In a village quaint and bright, Lived a chef with great delight. Every morn, with break of day, He’d cook his meals, then he’d say “Did you eat?” His voice so clear, Echoed far and echoed near. Neighbors smiled, children played, In his care, their hearts were laid. One fine day, a stranger came, Hungry, tired, seeking fame. “Teach me, chef, your art so fine, I long to make my dishes shine.” With a nod and knowing glance, The chef began the culinary dance. “First, you learn to truly care, For food is love, you must declare.” Days turned weeks, the lessons flew, The stranger learned and friendships grew. But fame and glory filled his mind, Leaving care and love behind. He opened a place, grand and vast, But love for food, a thing of the past. “Did you eat?” He’d never ask, Focused solely on his task. DID YOU EAT? Customers came, then soon they went, For something vital had been spent. Food was fine, but heart was cold, A lesson learned, a tale retold. Back he went, with heavy heart, To the chef who’d played his part. “Teach me now, what I have missed, For love and care, I have dismissed.” The chef then smiled, wise and kind, “To care for others, open your mind. The food you make, with love instill, And hearts you’ll nourish, a void you’ll fill.” “Did you eat?” He asked anew, And in that question, wisdom true. For food with love is more than treat, It’s a bond, a joy, a life complete. So here’s the tale, both light and deep, A lesson strong for all to keep. In every meal, in every greet, Ask with love, “Did you eat?

Did You Eat?" In a village quaint and bright, Lived a chef with great delight. Every morn, with break of day, He’d cook his meals, then he’d say “Did you eat?” His voice so clear, Echoed far and echoed near. Neighbors smiled, children played, In his care, their hearts were laid. One fine day, a stranger came, Hungry, tired, seeking fame. “Teach me, chef, your art so fine, I long to make my dishes shine.” With a nod and knowing glance, The chef began the culinary dance. “First, you learn to truly care, For food is love, you must declare.” Days turned weeks, the lessons flew, The stranger learned and friendships grew. But fame and glory filled his mind, Leaving care and love behind. He opened a place, grand and vast, But love for food, a thing of the past. “Did you eat?” He’d never ask, Focused solely on his task. Customers came, then soon they went, For something vital had been spent. Food was fine, but heart was cold, A lesson learned, a tale retold. Back he went, with heavy heart, To the chef who’d played his part. “Teach me now, what I have missed, For love and care, I have dismissed.” The chef then smiled, wise and kind, “To care for others, open your mind. The food you make, with love instill, And hearts you’ll nourish, a void you’ll fill.” “Did you eat?” He asked anew, And in that question, wisdom true. For food with love is more than treat, It’s a bond, a joy, a life complete. So here’s the tale, both light and deep, A lesson strong for all to keep. In every meal, in every greet, Ask with love, “Did you eat?

American Girl dolls are nice. But they aren’t amazing. In recent years Toys“ R” Us, Walmart, and even Disney have all tried to challenge American Girl’s success with similar dolls (Journey Girls, My Life, and Princess & Me)—at a fraction of the price—but to date, no one has made a dent. American Girl is able to command a premium price because it’s not really selling dolls. It’s selling an experience. When you see a company that has a product or service that no one has successfully copied, like American Girl, rarely is it the product itself that is the source of the long-term competitive advantage, something American Girl founder Pleasant Rowland understood. “You’re not trying to just get the product out there, you hope you are creating an experience that will do the job perfectly,” says Rowland. You’re creating experiences that, in effect, make up the product’s résumé: “Here’s why you should hire me.” That’s why American Girl has been so successful for so long, in spite of numerous attempts by competitors to elbow in. My wife, Christine, and I were willing to splurge on the dolls because we understood what they stood for. American Girl dolls are about connection and empowering self-belief—and the chance to savor childhood just a bit longer. I have found that creating the right set of experiences around a clearly defined job—and then organizing the company around delivering those experiences (which we’ll discuss in the next chapter)—almost inoculates you against disruption. Disruptive competitors almost never come with a better sense of the job. They don’t see beyond the product.

Beyoncé and Rihanna were pop stars. Pop stars were musical performers whose celebrity had exploded to the point where they could be identified by single words. You could say BEYONCÉ or RIHANNA to almost anyone anywhere in the industrialized world and it would conjure a vague neurological image of either Beyoncé or Rihanna. Their songs were about the same six subjects of all songs by all pop stars: love, celebrity, fucking, heartbreak, money and buying ugly shit. It was the Twenty-First Century. It was the Internet. Fame was everything. Traditional money had been debased by mass production. Traditional money had ceased to be about an exchange of humiliation for food and shelter. Traditional money had become the equivalent of a fantasy world in which different hunks of vampiric plastic made emphatic arguments about why they should cross the threshold of your home. There was nothing left to buy. Fame was everything because traditional money had failed. Fame was everything because fame was the world’s last valid currency. Beyoncé and Rihanna were part of a popular entertainment industry which deluged people with images of grotesque success. The unspoken ideology of popular entertainment was that its customers could end up as famous as the performers. They only needed to try hard enough and believe in their dreams. Like all pop stars, Beyoncé and Rihanna existed off the illusion that their fame was a shared experience with their fans. Their fans weren’t consumers. Their fans were fellow travelers on a journey through life. In 2013, this connection between the famous and their fans was fostered on Twitter. Beyoncé and Rihanna were tweeting. Their millions of fans were tweeting back. They too could achieve their dreams. Of course, neither Beyoncé nor Rihanna used Twitter. They had assistants and handlers who packaged their tweets for maximum profit and exposure. Fame could purchase the illusion of being an Internet user without the purchaser ever touching a mobile phone or a computer. That was a difference between the rich and the poor. The poor were doomed to the Internet, which was a wonderful resource for watching shitty television, experiencing angst about other people’s salaries, and casting doubt on key tenets of Mormonism and Scientology. If Beyoncé or Rihanna were asked about how to be like them and gave an honest answer, it would have sounded like this: “You can’t. You won’t. You are nothing like me. I am a powerful mixture of untamed ambition, early childhood trauma and genetic mystery. I am a portal in the vacuum of space. The formula for my creation is impossible to replicate. The One True God made me and will never make the like again. You are nothing like me.

that everything that had ever happened to me had been a loving step in that process of my progression. every person, every circumstance, and every incident was custom created for me. It was as if the entire universe existed for my higher good and development. I felt so loved, so cherished, and so honored. I realized that not only was I being embraced by deity, but also that I myself was divine, and that we all are. I knew that there are no accidents in this life. That everything happens for a reason. yet we always get to choose how we will experience what happens to us here. I could exercise my will in everything, even in how I felt about the wreck and the death of my family members. God didn't want me to hurt and feel put upon as if my son and wife had been taken from me. He was simply there assisting me to decide how I was going to experience it. He was providing me with the opportunity, in perfect love, to exercise my personal agency in this entire situation. I knew my wife and son were gone. They had died months earlier, but time didn't exist where I was at that moment. rather than having them ripped away from me, I was being given the opportunity to actually hand them over to God. To let them go in peace, love, and gratitude. Everything suddenly made sense. Everything had divine order. I could give my son to God and not have him taken away from me. I felt my power as a creator and cocreator with God to literally let go of all that had happened to me. I held my baby son as God himself held me. I experienced the oneness of all of it. Time did not matter. Only love and order existed. Tamara and Griffin had come into my life as perfect teachers. And in leaving me in such a way, they continued as perfect teachers to bring me to that point of remembering who I was. remembering that I was created in God's image and actually came from Him. I was aware now that I could actually walk with God, empowered by what I was learning in my life. I felt the divine energy of the being behind me inviting me to let it all go and give Griffin to Him. In all that peace and knowledge, I hugged my little boy tightly one last time, kissed him on the cheek, and gently laid him back down in the crib. I willingly gave him up. No one would ever take him away from me again. He was mine. We were one, and I was one with God. As soon as I breathed in all that peace, I awoke, back into the pain and darkness of my hospital bed, but with greater perspective. I marveled at what I had just experienced. It was not just a dream. It felt too real. It was real to me, far more real than the pain, the grief, and my hospital bed. Griffin was alive in a place more real than anything here. And Tamara was there with him. I knew it. As the years have passed, I've often wondered how I could have put my son back in the crib the way I did. Maybe I should have held on and never let go. But in that place, it all made sense. I realized that no one ever really dies. We always live on. I had experienced a God as real and tangible as we are. He knows our every heartache, yet allows us to experience and endure them for our growth. His is the highest form of love; He allows us to become what we will. He watches as we create who we are. He allows us to experience life in a way that makes us more like Him, divine creators of our own destiny. My experience showed me purpose and order. I knew there was a master plan far greater than my limited earthly vision. I also learned that my choices were mine alone to make. I got to decide how I felt, and that made all the difference in the universe. even in this tragedy, I got to determine the outcome. I could choose to be a victim of what had happened or create something far greater.

Long-Term Results The practical value of the solutions obtained is one way to determine if the subjective reports of accomplishments might be temporary euphoria. The nature of these solutions covered a broad spectrum, including: A new approach to the design of a vibratory microtome A commercial building design, accepted by the client Space-probe experiments devised to measure solar properties Design of a linear electron accelerator beam-steering device An engineering improvement to a magnetic tape recorder A chair design modeled and accepted by the manufacturer A letterhead design approved by the customer A mathematical theorem regarding NOR-gate circuits Completion of a furniture-line design A new conceptual model of a photon found to be useful A design of a private dwelling approved by the client Table 9.3

David had gone to Moab across the Jordan and had appealed to its king through the ancient custom of providing sanctuary for the enemies of your adversaries. Since David was himself an adversary of both Saul and the Philistines, then he was a de-facto ally of Moab. David also claimed his Moabite ancestry through his great grandmother, Ruth, the wife of Boaz. David painted himself as a hybrid of both Israelite and Moabite lineage. During the journey, David had gathered several hundred more followers and a few prophets, including Gad the Seer and other warriors who supported his anointed claim to the throne. David formed his mightiest gibborim warriors into special units he called his “Three” and his “Thirty.” The Three were his three chiefs over all the regular armed forces; Jashobeam, Eleazar and Shammah. The Thirty were his supreme army council, veterans responsible for the organization and management of internal army regulations. They commanded the militia reserves with a readiness for quick and mobile engagements. Each of these men was chosen based upon personal feats of courage or faith.

The 5,500-squarefoot house was custom built with a Mediterranean decor. It was the exact opposite of the dingy hotel rooms he stayed in when he was on the road. This house was very open with high ceilings, so even giant-like friends like Kevin Nash could hang out with no issue... Shawn conducted a class as I photographed away. Students Lance Cade, Bryan Danielson (Daniel Bryan), Brian Kendrick, Paul London and others did calisthenics and other exercises. After an hour or so they got into the ring to do some falls and learn a few holds.... Here I was face-to-face with Shawn Michaels, and he asked me, "What do you want to do?" My mouth spewed words faster than I could think, as I whispered so the students wouldn't hear, "Shoot me into the ropes. When I come back on the rebound I will give you a flying dropkick and then put you in the figure-four leglock for the win.

The lineage continues with more elements considered highly nontraditional. According to ancient tribal custom, eldest sons always inherited and younger sons frequently received little or nothing, yet for generations Matthew’s list does not contain a single eldest son. Abraham completely broke with custom when he made Isaac his inheritor instead of Ishmael, his eldest son. Jacob, the second son of Isaac, tricked his way into his inheritance in place of Esau, his elder brother. In turn, Jacob named his fourth son, Judah, as heir, bypassing three older sons and again deviating from the community’s beliefs and expectations. Abraham was the father of Isaac, and Isaac the father of Jacob, and Jacob the father of Judah and his brothers. (1:2)

Each person has to face this challenge – you must search inside yourself. The props – surroundings, interactions, rituals, customs and superstitions – are just palliatives. You have to achieve your balance on your own; it has to come from the self. Once you get there, you can afford the luxury of lavishing your life with the pleasures of your drifting journey.

The customs of all countries are strange to untrained eyes. —ETSU INAGAKI SUGIMOTO, A Daughter of the Samurai, 1926

In this matter of monastic tradition, we must carefully distinguish between tradition and convention. In many monasteries there is very little living tradition, and yet the monks think themselves to be traditional. Why? Because they cling to an elaborate set of conventions. Convention and tradition may seem on the surface to be much the same thing. But this superficial resemblance only makes conventionalism all the more harmful. In actual fact, conventions are the death of real tradition as they are of all real life. They are parasites which attach themselves to the living organism of tradition and devour all its reality, turning it into a hollow formality. Tradition is living and active, but convention is passive and dead. Tradition does not form us automatically: we have to work to understand it. Convention is accepted passively, as a matter of routine. Therefore convention easily becomes an evasion of reality. It offers us only pretended ways of solving the problems of living— a system of gestures and formalities. Tradition really teaches us to live and shows us how to take full responsibility for our own lives. Thus tradition is often flatly opposed to what is ordinary, to what is mere routine. But convention, which is a mere repetition of familiar routines, follows the line of least resistance. One goes through an act, without trying to understand the meaning of it all, merely because everyone else does the same. Tradition, which is always old, is at the same time ever new because it is always reviving - born again in each new generation, to be lived and applied in a new and particular way. Convention is simply the ossification of social customs. The activities of conventional people are merely excuses for not acting in a more integrally human way. Tradition nourishes the life of the spirit: convention merely disguises its interior decay. Finally, tradition is creative. Always original, it always opens out new horizons for an old journey. Convention, on the other hand, is completely unoriginal. It is slavish imitation. It is closed in upon itself and leads to complete sterility. Tradition teaches us how to love, because it develops and expands our powers, and shows us how to give ourselves to the world in which we live, in return for all that we have received from it. Convention breeds nothing but anxiety and fear. It cuts us off from the sources of all inspiration. It ruins our productivity. It locks us up within a prison of frustrated effort. It is, in the end, only the mask for futility and for despair. Nothing could be better than for a monk to live and grow up in his monastic tradition, and nothing could be more fatal than for him to spend his life tangled in a web of monastic conventions.

As one writer comments: Mr. Pink's view of the Scriptures, of doctrine and of Christian practice was not the view of many of his contemporary evangelicals. Few men have traveled so widely and yet remained so uninfluenced by prevailing opinions and accepted customs. Independent Bible study convinced him that much of modern evangelism was defective at its foundation; when Puritan and Reformed books were being thrown out, he advanced the majority of their principles with untiring zeal.13 Another writer says that Pink has become more popular today because of the awakening of an interest in the truths he so faithfully presented in his writings.14 That statement certainly has a measure of truth to it, but one also wonders how much Arthur W. Pink was responsible for the above mentioned awakening of interest in these old truths of the past. The present writer has on file numerous letters from pastors, who attribute their theological journey from Arminian theology to Calvinistic theology to A. W. Pink and his influence upon them. These letters are small in number to those who have encountered Biblical truth in a personal way by the means of Pink's writings.

For several years, I taught Sunday school in my church. As an object lesson, I distributed several excerpts from recent news articles. I had students read the excerpt and then explain to the class what they believed was happening. One news excerpt stated: The huge black triangular-shaped flying object came silently out of nowhere over the treetops and was gone in seconds. The lights – three on each side – were huge, seemingly as big as cars and bright yellow…. After the craft flew over the Laurie area around 8:30 p.m. Oct. 5, a handful of Laurie area residents questioned what this unidentified object flying in the night sky could be. A second excerpt from another article read: The UFO was spotted by hundreds of witnesses with many believing it was the work of an ‘alien’ craft. One saw orangey-yellow spheres skimming across the sky. Another reported a ‘massive ball of light’ with ‘tentacles going right down to the ground.’ Then witnesses told of an ear splitting bang at 4 a.m. Come dawn the plot thickens. At the nearby wind farm one of the 60ft blades from a 200ft turbine was found ripped off. Another had been left twisted and useless.…the strange goings on at a wind farm in Conisholme, Lincolnshire, can be explained by a flying saucer crashing into the turbine in a close encounter that could, at last, provide the evidence of other life forms they have been waiting for all their lives. After reading the excerpts, I asked the students to explain what the article was about. Hesitantly, the students said the articles were about a UFO sighting and crash; after all, that is specifically what the excerpt said. I then held up a printout of the actual news articles, which were titled respectively, “UFO over Laurie ID’d as stealth bomber” and “Unmanned Stealth Bomber Could Have Been UFO Responsible for Destroying Wind Turbine.” The whole article described a US military exercise with the Stealth bomber. The aircraft crashed into a turbine on the wind farm. The local residents were unfamiliar with the Stealth Bomber and some believed it to be a UFO. The problem in accurately interpreting the news excerpts, for my students, was that I did not give them the full article. They did not understand the background or the whole story so they were left to fill in the gaps with their own ideas and interpretations. Sadly, we often do this same thing when interpreting the Bible. Very few of us are well versed in the customs and traditions of the ancient Jews during Jesus’ time. That background provides a context in which the books of the Bible were written. It is a context that shaped the very foundation of Christianity and it is a context that without, we cannot possibly hope to truly understand what the Bible’s authors were trying to teach us.

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Over time, one of this engine's most potent impacts is in prioritizing investments for customer-driven growth by shifting the annual planning process. Instead of starting with the silos, leaders start with the customers' lives, identify priorities, and then determine collectively the investments to improve them to earn the right to growth. Without alignment among your executive team to regularly review the customer journey that this engine affords, investments are not fully optimized. Tactical actions are budgeted and implemented by silo, but complete customer experiences that drive growth are not improved. Rinse and repeat.

Busyness is certainly one of the reasons that owners don’t think about whether or not their journey is taking them to a place they really want to wind up. They’re constantly preoccupied—it goes with the territory—and figuring out the ultimate destination doesn’t seem particularly urgent alongside, say, meeting the next payroll or landing the next big customer

Buyer Legends is a business process that uses storytelling techniques to map the critical paths a prospective buyer might follow on his journey to becoming a buyer. This process aligns strategy to brand story to the buyer’s actual experience on their customer journey. These easy-to-tell stories reveal the opportunities and gaps in the customer’s experience versus the current marketing & sales process. These legends communicate the brand’s story intent and critical touch point responsibilities within every level of an organization, from the boardroom to the stockroom. Buyer Legends reconcile the creative process to data analysis; aligning metrics with previously hard-to-measure marketing, sales, and customer service processes. The first result is improved execution, communications, and testing. The second result is a big boost to the bottom line.

Others have passed faith onto us and we borrow those customs and traditions that help form us. But, sometimes, we also need to adopt new practices that helps us on the journey.

Also, I should note here that most of your family and friends will mean well when they express their reservations about something that’s not common. It comes from a place of love and care, but also from a place of tradition, norms and customs. It will also come from fear of the unknown, of breaking new territory. So, they mean well. But just because it’s well-intended doesn’t make it easier on you. Most of us who are thinking about doing or being something different already have their own self-doubts, and if we have to add on the burden of family members’ and friends’ doubts, it makes it even harder to progress—to get on and do it.

I came across one company called NuManna, named in reference to manna, the foodstuff the god of the Old Testament had provided for the Israelites during the time of their wandering after the Exodus. The company marketed gigantic buckets of freeze-dried powdered foodstuffs with a shelf life of a quarter of a century, whose varieties included, but were by no means limited to, oatmeal, hearty beans and beef, cheddar broccoli soup, and pasta primavera mix with freeze-dried chicken chunks. In the Testimonials section of NuManna’s website, I read a brief blurb from a customer named Reagan B., which seemed to me an unwitting encapsulation of the absurdity of the entire apocalypse preparedness project. “This stuff is awesome,” wrote Reagan. “My wife has been away for a while so I ate NuManna while she was gone. It was simple and everything I had was really good. I wish NuManna was around when I bought a bunch of bulk food in the past from the Mormons. I don’t want to have all these ingredients and put them together. NuManna was simple and great tasting. I gave away all my other bulk food.” At first this comment seemed purely and unimprovably comic in its conjuring of a character who, for all his determination to be adequately prepared for the collapse of civilization due to nuclear war or the impact of a massive asteroid, was also the type of man for whom not having his wife around to cook dinner—which seemed to me to be at worst a Domino’s Pizza situation—forced him to crack open his apocalyptic food stash. (Equally bewildering, equally wonderful, was his purchasing food in bulk only to conclude that he lacked the stomach for the labor of assembling all these ingredients into meals.)

A word that can mean anything has lost its bite. To give content to a concept one has to draw lines, marking off what it denotes and what it does not. To begin the journey toward clarity, it is helpful to recognize that the words “strategy” and “strategic” are often sloppily used to mark decisions made by the highest-level officials. For example, in business, most mergers and acquisitions, investments in expensive new facilities, negotiations with important suppliers and customers, and overall organizational design are normally considered to be “strategic.

Enterprise PMF isn’t just about adoption and usage. It’s also about paying reference customers. That is, good customers who (1) pay you money, (2) actively use your product, and (3) are willing

At Loan Corp, we have invested in slick tech-based systems to ensure a seamless journey for our customers. From consumer finance such as mortgages, remortgages, secured loans, banks, credit cars and insurance, we API directly into our top-tier lenders that match your requirements. Our commercial offerings are bridging loans, auction finance, development loans, loans to buy land and all aspects of commercial finance. Offering short- and long-term business loans in the UK from a wide range of products such as invoice finance, cash flow loans and even small business loans for bad credit.

Follow the Customer Journey of the Hero.

Being a true leader, as opposed to a competent manager, requires a willingness to get your hands dirty. I have said before that I do not expect anyone to do a job I cannot do myself. While this is clearly unrealistic as a company grows and expands, the perception of being willing to step in and assist must remain. The weight of leadership includes staying calm while others panic and coming up with solutions rather than joining the chorus of complaints. The Covid-19 pandemic has certainly helped distinguish the leaders from the managers. Leaders are prepared to take responsibility when things go wrong, even if the true responsibility lies with someone else. Leaders are visible. Leaders have a vision, even if it is only short term. I don’t really believe in long-term planning. I make up the rules of the game based on one-year plans. This means I always retain visibility and control. Five years is too long a time to have any certainty that the objectives will be met. Leadership is not a popularity contest, but it also should not inspire fear. Leaders earn respect and loyalty, recognising that these take a long time to earn and a second to lose. A leader is not scared of collaboration and listening to the opinions of others, as well as accepting help when it’s needed. Leadership is not a quality that you are born with, it is something that you learn over time. I was not a leader in my Coronation days, and I am the first to admit that I made a lot of mistakes. Even at African Harvest, as much as I achieved financial success and tried different techniques to earn respect, I never truly managed to deal with the unruly investment team. But, having built on years of experience, by the time I hit my stride at Sygnia, I was a leader. Within any organisation of substantial size, there is space for more than one leader, whether they head up divisions or the organisation itself. There are several leaders across Sygnia weaving the fabric of our success. I am no longer the sole leader, having passed the baton on to others in pursuit of my own dreams. To quote the Harvard Business Review, ‘The competencies most frequently required for success at the top of any sizable business include strategic orientation, market insight, results orientation, customer impact, collaboration and influence, organisational development, team leadership, and change leadership.’ That is what I looked for in my successor, and that is what I found in David. I am confident that all the leaders I have groomed are more than capable of taking the company forwards.

There are two features of this intriguing text which seem to connect it with much later rituals for ensuring the health of crops. One is the salutation to the earth, ‘be well’, hal wes þu. In Old English this phrase was a common greeting, more usually found in the order wes þu hal, ‘be thou well’. By the twelfth century, this phrase is recorded as a toast, used to wish someone health when presenting them with a cup of drink.18 In time, it became contracted to wassail, and in Middle English it appears both as a toast and a general word for drinking and feasting. In medieval sources, wassailing has no connection to crops. From the sixteenth century onwards, however, there are records from across southern England of the custom of wassailing fruit-trees in the winter season, around Christmas or Twelfth Night, to ensure a good harvest of fruit in the coming year.19 This often involved singing to the trees, beating them with sticks, toasting them with cider or putting pieces of cider-soaked bread in their roots or branches. More than five hundred years separate this Anglo-Saxon field-ritual from the first records of wassailing, so there may be no direct connection between the Old English text and the later custom. However, the use of the phrase hal wes þu as a salutation to the earth is a remarkable similarity, even if it’s just coincidence.

Let us turn to Harriet Jacobs for guidance in imagining. Jacobs masterminded her family’s escape from North Carolina to New York. From her room in the home of an employer in upstate New York in the 1850s, Jacobs penned a penetrating memoir of social critique. Hers was the first autobiography by a Black woman to reveal the insidious culture of sexual harassment and assault in slavery as well as to confront the gender double standard between white women and Black women in Victorian society, which always categorized Black women as impure. She expressed, pointedly, that those who have not experienced legalized bondage can never know “what it is to be a slave; to be entirely unprotected by law or custom; to have the laws reduce you to the condition of a chattel, entirely subject to the will of another.” We cannot enter the consciousness of a girl born into slavery who matures to give birth into slavery and can have no reasonable hope of rescue.30 We cannot know Rose, but we can draw on the resources at our disposal—documents, cityscapes, architectural records and the built environment she inhabited, slave narratives, and Ruth’s inscription on the sack—to picture the woman she might have been and summon the shape of her daily life.

Looking at the two major elements, the work and the person, the new ethic, simply but quite completely stated, will be: The work exists for the person as much as the person exists for the work. Put another way, the business exists as much to provide meaningful work to the person as it exists to provide a product or service to the customer.

Motivation then becomes what people generate for themselves when they experience growth. Whereas the usual assumption about the firm is that it is in business to make a profit and serve its customers and that it does things for and to employees to get them to be productive, the new ethic requires that growth of those who do the work is the primary aim, and the workers then see to it that the customer is served and that the ink on the bottom line is black. It is their game. The art, of course, is how to do this in a firm that employs many thousands.

So don’t just make a prototype of your product and think you’re done. Prototype as much of the full customer experience as possible. Make the intangible tangible so you can’t overlook the less showy but incredibly important parts of the journey. You should be able to map out and visualize exactly how a customer discovers, considers, installs, uses, fixes, and even returns your product. It all matters.

One of my teachers said that borders are particularly odious in the mountains, because on both sides of the watershed the same grain is cultivated, the same beasts graze, they have the same customs..

HEROES ARE DESIGNED TO TRANSFORM At the beginning of a story, the hero is usually flawed, filled with doubt, and ill-equipped for the task set before them. The guide aids them on their journey, rife with conflict. The conflict begins to change the character, though. Forced into action, the hero develops skills and accrues the experience needed to defeat their foe. Though the hero is still filled with doubt, they summon the courage to engage, and in the climactic scene defeat the villain, proving once and for all they have changed, that they are now competent to face challenges and are better versions of themselves. The story has transformed them. This same character arc, by the way, is the arc for The Old Man and the Sea, Pride and Prejudice, Pinocchio, Hamlet, Sleeping Beauty, and Tommy Boy. It’s the arc of almost every popular story we can name. Why? Because it’s our story. Feelings of self-doubt are universal, as is the desire to become somebody competent and courageous. And all of this matters when it comes to branding our products and services. A few important questions we have to ask ourselves when we’re representing our brand are: Who does our customer want to become? What kind of person do they want to be? What is their aspirational identity?

Prestige Serenity Shores Whitefield in Marathahalli - Sarjapur Rd, Whitefield, Bengaluru, Karnataka is a top player in the category in the Bengaluru. This well-known establishment acts as a one-stop destination servicing customers both local and from other parts of Bengaluru. Over the course of its journey, this business has established a firm foothold in it’s industry.

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The next tech is applied to help marketers to create, communicate, deliver, and enhance value across the customer journey. The objective is to create a new customer experience (CX) that is frictionless and compelling

It’s an absolute necessity for a CEO to lead the charge and convince others to join the march. Whether talking to prospective customers, potential investors or future employees, the CEO must be able to sell.

A British dental clinic in Dubai with a wonderful culture where customer comfort as important as their oral health and well-being. Our multi-disciplinary practice combines the latest technologies and we are offering painless, safe and gentle treatments and procedures. Whenever possible we use drill-less & syringe-free dentistry to make every visit to the clinic an enjoyable journey. No more reasons to fear the dentist!

The last common method of grouping data is a funnel. This is when you measure key steps along a user’s journey towards some task and group them together, in journey order. Typically a lot of people complete the first step and far fewer complete the last; e.g., many people might go to an Amazon product page, a smaller number click Add to Cart, and a smaller number still complete the checkout. “Leakage” is when a customer stops moving forward in the funnel. Nearly any sequential-action group of

To ensure customers are being delighted, the bank uses data instrumentation to measure, monitor, and control processes by providing real-time knowledge of customers’ journeys.

Schmidt started 2012 with new, modern packaging for the deodorant, which was designed to set it apart from the competition. She looked beyond the direct-to-consumer sales channels and the natural and wellness retailers that her competitors used almost exclusively; in 2015, she expanded into traditional grocery stores and pharmacies, which allowed her to reach more customers and to enable greater access to healthy natural products. Her creativity, innovation, and hard work paid off. Schmidt earned appearances on Fox News and The Today Show; mentions on social media from celebrities and influencers; articles in national publications; and distribution on the shelves of Target and Walmart. Though it was bittersweet, Jaime realized that a larger company with more resources could bring her vision and mission to an even wider customer base, and she signed the deal with Unilever right before Christmas 2017. Reflecting on her journey, she says, “When I’m asked about what made Schmidt’s so successful, I often say that my customers were my business plan. It started when I listened to those at the farmer’s market, and it continued through each step of growth. Staying hyper-tuned-in to my customers always guided and served me.” Not sales. Not marketing. Customers, educating, and being educated.

Where Did Green Witchcraft Start? Every tribe has its version of the "green witch" dating back to before modern medicine; therefore, the green witch is not a path of dogma or rigid organization, and it does not elevate one race or tradition over the other. This path is made up of community healers and caretakers, as well as herbalism and a strong will. To develop your spiritual journey, you need to remove the notion of cultural conventions, customs, and religious beliefs from green witchcraft.

Poor deluded people, there will be no happiness for you in release from work! See these idle loafers who seem overburdened with the weight of time and have no idea what to do with their leisure which these machines will increase still further. In other times, travelling was a distraction for them, it took them out of their usual rut; they saw new countries and new customs…Nowadays they are carried so swiftly from place to place that they have no time to see anything; they mark off the stages of their journeys by names of railway stations which look exactly alike, and when they’ve crossed the whole of Europe they feel as though they have never left these dull stations which appear to follow them everywhere, like their own idleness and incapacity for enjoyment. It will not be long before they discover that the costumes and strange customs which they crossed the earth to see are the same all over the world. (6 June 1855).

Who is this content for? Where are they in the buying journey? What keeps them up at night? What problem can I help them solve? What’s their path to the solution? What’s the best way to deliver the solution? How can I meet my customers where they are? Why should they care?

The metaverse is not virtual. That's the false narrative I am trying to correct. The metaverse is, if anything, phygital. Customers increasingly jump between physical and digital realms in the journey to making a purchase. Until we overcome this binary mental scheme, we'll never grasp the essence of the metaverse.

1. How much did you know about the culture Julia Haart grew up in before you read the book? What were some things that surprised you? 2. Religions come with many rules. What do you think religious rules provide for followers? 3. Talk about the role of women in the cloistered community. What are their responsibilities? Are the ideal standards to which they are held consistent with their realities? What other faiths tout similar views? 4. Julia has a very complicated view of her mother. How do you think that this informs her own role as a mother to four children? What example do you think her journey sets for them? 5. What traits from her upbringing, if any, do you think Julia has brought with her to her new life? 6. Have you ever experienced a situation in which you had to set boundaries or leave behind a group in order to be true to yourself? What feelings did you have surrounding that? What was the result? 7. Julia references many of the difficulties that some people who leave her former community face. How do you think her assertion that the community “forced them to be unprepared for modernity” ultimately serves to ensure its continuity? 8. Ultra-Orthodox Jews cite modesty and simplicity as the foundation of their values, yet Julia describes the high costs associated with following the community’s strict traditions and customs. How does this materialism conflict with the community’s values? How is it similar to materialism in the secular world? 9. Discuss your reaction to the fact that Julia was not born into ultra-Orthodox Judaism. How do you think her life might have been different if her mother and father had not converted? 10. Toward the end of the book, Julia states, “Every time I win, it makes me stronger and more able to handle the next attack that comes my way…. Now I listen to my own voice.” In what other ways has Julia demonstrated that same resolve throughout her life? 11. Seven years after leaving behind her community, Julia says she feels closer to a higher power than she ever did when she was religious. What does her memoir say about religion versus spirituality? 12. The memoir takes place in the period before My Unorthodox Life aired on Netflix in 2021. Did you watch the show before you read Brazen? What surprised you about Julia’s story that wasn’t addressed in the show? Did learning more of her backstory from the book change your understanding of Julia’s life on screen in any way? ABOUT THE AUTHOR Julia Haart is the CEO, co-owner, and chief creative officer of Elite World Group.

There’s a pretty strong narrative shaming people for being lazy, promoting the solution of shopping locally, and all the effort that goes along with it. But people are too tired. There’s too much competing for our mental energy. It’s totally understandable that customers crave familiarity and convenience. I think the only thing that works is to make the unique more approachable.

Dying Hours by Stewart Stafford All debts were settled on Christmas Eve, Fail to do so, and there’d be no reprieve, In the dying flame of a guttering candle, Monies got paid, and cash got handled. When the last customer left to journey home, Quinn, the shop owner, found himself alone, He stared at pooling shadows, no one there, Told himself to hurry, be with those who care. As he closed up, something screamed out, A figure from out of the dark began to shout, A man with no eyes begged alms for the dead, Or any old soup with a thick slice of bread. Quinn said he was a business, not a charity, The man’s eyes opened with some clarity, “Very well,” the man said, “Nothing’s free,” “I’ll drag your soul to Hell, come with me!” © Stewart Stafford, 2022. All rights reserved.

The way I describe this when talking with businesspeople is that the domain of technology is no longer in the IT department; the whole company is technology. I’m talking about all companies. If you’re trying to make cars or medical devices or any kind of product at all, and you want to have new customers, technology is the fulcrum of progress in everything you’re doing.

When Phil Knight was building Nike, he hired other distance runners to work with him because he knew that whatever they lacked in terms of business knowledge, they made up for in stamina. They would never give up. They would take the pain and make it to the end of the race despite the difficulties. When you start a company, you are usually happy to find anyone of quality willing to go on the journey with you. But as you grow, you realize that some people are like wide receivers in football with hands of stone. You throw to them, and the ball just bounces off them. Others have hands like glue. As a decent person you think your role is to coax the bad ones along, to find workarounds. As employees, these are 6s and 7s out of 10. If you keep them, you will end up with a dysfunctional company, where you do all the work, staying up all night with the few people who can make it happen. You have two options: either run a middling company going nowhere or clear out the mediocrity you created so you can grow. If you are ambitious, you have to fill your company with 9s and 10s, and give them the difficult tasks to do. Finally, to succeed as an entrepreneur, you have to be paranoid. You always have to believe your company, regardless of size, is a little company. The moment you start to become big and successful, challengers will appear and do their best to take your customers and defeat your business. You are never more vulnerable than at the moment you think you have succeeded.

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Creating the Customer Success Category No one sets out to create a category from day one—there are a series of observations that can signal that you and your company may already be on the journey.

Don’t tell me what’s so special about this object. Tell me what’s different about the customer journey.” Your product isn’t only your product. It’s the whole user experience—a chain that begins when someone learns about your brand for the first time and ends when your product disappears from their life, returned or thrown away, sold to a friend or deleted in a burst of electrons.

The thermostat was important, of course, but it occupied only a tiny fraction of the customer journey: 10% of our customers’ experience was the website, advertising, packaging, and in-store display: first we had to convince people to buy it or at least consider and research it. 10% was installation: following the instructions to get it onto your wall with minimal nervousness and power outages. 10% was looking at and touching the device: it had to be beautiful so people would want it in their homes. But after a week it learned what you liked and when you were away, so you didn’t really need to touch it much. If we did our job right, customers would only interact with it here and there, during unexpected cold snaps or heat waves. 70% of the customer experience was on people’s phones or laptops: you’d open the app to turn up the heat on the way home, or you’d see how long the AC was on in Energy History, or you’d tweak your schedule. Then you’d check your email and see a summary of how much energy you used that month. And if you had an issue, you’d go to our website and use the online troubleshooter or read a support article. If we didn’t execute well on any one of these parts of the customer experience, Nest would have failed. Each phase of the journey has to be great in order to move customers naturally into the next, to overcome the moments of friction between them.