It’s the Customer Experience, Stupid
Published July 24th, 2006 in Customer Experience, Experience Planning, Design Thinking
Jeneanne Rae, co-founder of Peer Insight and former IDEO‘r, writes, in BusinessWeek, about how customer experience is the differentiator that will set the strongest companies and brands apart from the pack. She manages to pack in experience planning, design thinking and systems thinking all into one article - I love this girl!
Jeneanne advocates 5 pillars for customer experience success:
- Focus on the moment of truth
- Have well articulated brand values
- Make your technology (infrastructure, crm, etc.) work for your customers
- Think co-creation; bring your customers into the creative process
- Think wholistically; take an eco-system approach
Read the complete article, Ruthless Focus on the Customer, for further detail on the above.
3 Responses to “It’s the Customer Experience, Stupid”
- 1 Trackback on Jul 26th, 2006 at 12:35 am
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Scott,
Great timing on this. I’m just about to head over to Adtech Chicago and while lots pf our peers will be hyping up things like RSS, and the Social Media Newtork—we’ll be discussing a broader topic. The value of a good experience as seen through the eyes of three very different digital experience designers.
It’s good to keep this issue as a core focal point with all of the technology changes happening so rapidly. And Marketers/Advertising needs to get that ruthless focus on the customer or there won’t be a future for Advermarketing.
http://darmano.typepad.com/logic_emotion/2006/07/full_frontal_ex.html