Patricia O’Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management.
All articles by Patricia O’Connell
The Legacy of IKEA Founder Ingvar KampradFebruary 12, 2018 He understood that everything a company sells — and everything its customers do — should contribute to the experience.
Happy 50th Birthday, ATMJune 27, 2017 Banking’s greatest technological innovation offers timeless lessons in improving customer experience.
How Howard Schultz’s Angel Poised Starbucks for SuccessJanuary 10, 2017 Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.
The Art of Customer DelightNovember 1, 2016 The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
Strategy& insights
What happens after a legendary chief executive departs? Find out in a new analysis of CEO succession at the world’s 2,500 largest public companies.
