Knowing there are many people looking for tools and information that will help them leverage experience as a value proposition, it's a pleasure to provide this appendix. One of my objectives in writing this book was to share insights and tools I have discovered, utilized or developed in my company's work with distinguished clients in the practice of effective experience management.

It's my belief that the presentation of this list will facilitate and speed an organization's experience management efforts, whether the tools are used alone or in combination. I also believe that this toolkit is the broadest and most distinctive available to any organization serious about pursuing experience as a value proposition. I'm certain that it will ...

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