How can you set in motion a masterpiece?

Think small for big results.
Case in point: the Starbucks coffee cup.

I discovered an interesting piece in a recent issue of Bloomberg Businessweek magazine about how Starbucks goes about designing its Christmas coffee cup, its festive red aprons and the rest of decor for the holiday (the picture above details each stage of the process). Did you know that their in-house team of 80 designers designs the cast of holiday characters you see in their stores and on their merchandise during Christmas holidays?

My 2¢:
Think like Starbucks.
A good customer experience is all about good moments.
And your job is to design those moments.
And to make sure that each moment is enjoyable and productive.
Because each one is an important part of the whole experience.
Because each touchpoint can either increase a customer confidence or destroy his trust in your business.

The touchpoints are the places where customers experience your business.
When you realize that marketing not only can, but does occur (whether you like it or not) at every touchpoint with your customers, your mind suddenly opens up to some interesting possibilities.