The Psychology of Customer Experience

When did this term come onto your radar? I mean, you are a prolific content creator. You've probably as you look back whenever you started using the term, if you even choose to use it, you're really talking about aspects of it all along. So whether it's our local donut shop over here or what's going to happen at an Apple store over there and why Kmart went out of business is based on that customer experience antenna.