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"Consumer Experience" Category

Rory Sutherland: Sweat the small stuff

Dienstag, Juni 15, 2010

Rory Sutherland talks about how small things / ideas can solve big problems and why many flashy, expensive fixes are not necessary better.

The Eight Stages Of Listening

Montag, Juni 7, 2010

Evolution of listening. Or how to use data to improve peoples’ brand experience.

Experience Matters

Mittwoch, März 17, 2010

There is a section on the Guardian website that deals with service design or experience design if you prefer this term. There are some articles worth reading.
For someone who started his career in digital marketing it is quite obvious that a well designed and executed service can extend and differentiate a product or can even be the product itself.

The difficult thing - apart from designing a flawless experience - is to find a service that fits with the product and the brand. Especially if you develop the product first and think about the service that could extend the product in a second step or even worse after the product is finally launched.

That’s one reason why the Apples iPod is so successful (market share >70%) they develop the content management & distribution service iTunes and the iPod as a ecosystem – or walled garden as I would call it.

Still it is a service that made consumers’ life a lot easier and differentiated the product from competitors’ products as competitors only provided a piece of hardware with no service attached.
Same with the iPhone as explained in this article from the Guardian :

“Owning an iPhone, for instance, is just the beginning: it’s what you can do with it – the “apps” – that matter.”

Anyway I still don’t own an iPhone. Why? Cause Appels’ iTunes service ruined my mp3 folder structure…. so thanks for the service guys.

Rory Sutherland @ TED

Donnerstag, Oktober 15, 2009

TED again… I know. But worth watching it!

BMW Configurator

Montag, Dezember 1, 2008

BMW launched an innovative car configurator concept based on Microsoft Surface.
The visual driven concept embeds digital content into the POS and provides a haptic experience within a virtual context. Don’t know if it really works but it looks great.

Amazon: Warum wir dort kaufen…

Dienstag, Januar 15, 2008

Ein Artikel der NY Timesüber die Customer Experience von Amazon.
Es ist schon erstaunlich, wie dieses Unternehmen sich in den letzten 12 Jahren in wirklich allen Bereichen auf seine Kunden eingestellt hat, und somit ein fast unvergleichbares Einkaufserlebnis bietet.

Und nur weil der Chef es so will:

And the reason I’m so obsessed with these drivers of the customer experience is that I believe that the success we have had over the past 12 years has been driven exclusively by that customer experience. We are not great advertisers. So we start with customers, figure out what they want, and figure out how to get it to them.

Einziges Problem, ich bekomme nach Weihnachten aufgrund der für Freunde bestellten Geschenke, immer wieder Vorschläge für Produkte die mich nicht interessieren. ICH BRAUCH KEIN BOBBY CAR!

Web 2.0 Can Be Dangerous…

Dienstag, Januar 8, 2008

Eine kritische Betrachtung des Web 2.0 und online Advertising Hypes von Jakob Nielsen.
Er vertritt die Meinung, dass AJAX, Rich Internet UIs, Mashups, Communities, und User-Generated Content häufig die Komplexität von Sites erhöhen, aber nicht zwingend, bzw. nur selten einen Mehrwert liefern.
Insbesondere bei dem Punkt User-Generated Content stimme ich ihm zu, was die anderen Punkte betrifft, wird hier eine meiner Meinung nach zu pauschale Aussage getroffen.
Aber lest selbst.