Internet Xperiences by Diego

Who controls the present, controls the past. And who controls the past, controls the future.

Placement of customer experience at the heart of all projects

Posted by Diego on March 24, 2009

never-surrender

As forrester reports in a recent document research , it is very likely that companies will try to find in the future a balance between traditional brand messaging and user experience. The keys to sucess are stated as follows:

  1. Use of a collaborative approach in project management.
  2. Early inclusion of digital specialists.
  3. Placement of customer experience at the heart of all projects.

This is what some people still do not see very clearly. No matter what kind of thing you are developing: a Facebook app, a website, or a product, a service, whatever… the customer experience should be transversal to the whole process, from the evaluation and conceptualization, through the definition, development and testing, and even further along the support and thus implementing  improvements and corrections.

It is the only way to get that big WOW that you are expecting from your customers.

And all of the above it is more likely achievable in a collaborative work environment, where ideas are not “patented” but set up to the wild for their mutation and spread.

Thus, the cultural change again… it seems to be unavoidable.

Do not forget: your culture is your brand .

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