Abstract
Customers today seek quality experiences as well as quality products. In the early 1990s the publishing world witnessed a strange phenomenon. Across the globe, best-seller lists were headed not by tales of adventure, romance, revelations or ‘how-to’ manuals, but by books without words or authors. Known generally as ‘Magic Eye’, these publications linked together Optometric science and computer graphics to enable readers (viewers) to conjure 3-D pictures without special glasses. Whereas in the past books created experiences in the mind, now they can evoke a physical experience by tapping on unused human capabilities and technological innovation. The age of customer experience shaping has dawned, and with it untold opportunities for customer retention.
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