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If you are working on your experience strategy or a redesign of your site, you should definitely take an hour out of your day to watch this presentation.  It’s given by two guys from Adaptive Path which is a product experience strategy and design firm.  The presentation was delivered to employees of Google, but someone was kind enough to share it on you tube. 

Even though the topic is mainly centered around experience through an application, it also has great information if you are working on customer experience in the store. 

I particularly liked two parts in the later half of the presentation where they talked about the Peak End Rule and The long wow.  Enjoy!