Chief Marketer

Satisfaction is the Key to Customer Experience Design
March 11, 2008

by Harry Max

In the same way hope is not a strategy, customer experience design is not an accident.

Unfortunately, many companies fail to deliver on customers’ tacit demands — their essential needs, which involve how the experience of purchase or adoption or use is experienced.

With a few obvious exceptions, such as dealing with Apple, I’m shocked and amazed when my (admittedly low) expectations are exceeded by a customer experience I would characterize as truly delightful. And I’m not unusual. Most consumers will be delighted if a company even comes close to delivering on a customer experience, not just a product.

The original publication can be found at this link.

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Practice: Deliver