Now I want to show you my office, every professor’s office provides a different experience. And in my case I am really interested in art. So I put up this art installation here. It is a wall of Schmidt and it is a dynamic installation. Things change all the time. In fact there are still things being added. There is new stuff coming about my life and speeches, the concepts and the theories I have developed on experiential marketing.

What I really brought you here for was is this book - ‘Customer Experience Management’, because what you have in this book is a five step framework for managing.