Idris Mootee's take on customer experience design. Some bullets:
- Crossing over of business, technology & design will create a new strategic business discipline within 5 years …. the Next Competitive Advantage!.
- Customer experience design is taking the customer views of the interactions to understand the emotional bond between the brand and customers. It requires a common understanding of the customer journey, then align the company actions to build emotional bonds.
- Customer experience is the collective set of experiences…. on the web, in store or even tiny little things that companies. It is about understanding their unmet needs, wants, capabilities and desires in a deeply contextual level.
- Marketing becomes the ultimate social practice of postmodern consumer culture, it now plays an important role in giving meaning to life through consumption.
- Meaning does not necessary emanate from the functional aspects of things.
- Customer experience principles: Co-creation of value, consistency, observation, expectation effect , exposure effect, Hick’s law, hierarchy of needs, immersion, customer life cycle, products as nodes, mapping, Ockham’s razor, storytelling, progressive disclosure, and Von Restorff effect.
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