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Patricia O’Connell

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.

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All articles by Patricia O’Connell

The Legacy of IKEA Founder Ingvar Kamprad
He understood that everything a company sells — and everything its customers do — should contribute to the experience.
February 12, 2018 by Thomas A. Stewart and Patricia O’Connell
Happy 50th Birthday, ATM
Banking’s greatest technological innovation offers timeless lessons in improving customer experience.
June 27, 2017 by Thomas A. Stewart and Patricia O’Connell
How Howard Schultz’s Angel Poised Starbucks for Success
Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.
January 10, 2017 by Thomas A. Stewart and Patricia O’Connell
The Art of Customer Delight
The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
November 1, 2016 by Thomas A. Stewart and Patricia O’Connell