Rupa Shankar

social media apple customer experience loyalty customer centricity e-commerce user interface online retail product design good design dieter rams willingness to pay premium advocacy customer "wow" brands fans cross channel experience customer experience journey customer retention customer acquisition jan carlzon moments of truth cultural relevance service design experience design social web engagement community ux design customer relationships social experience design always on wow purple cow first moment of truth innovation product platform mobile p&g google social physical zero moment of truth virtual nike+ shoppers nike fuel customer journey analytics rewards banking customers ecosystem transactions facebook customer social computing business social enterprise customer relationship management company