Quotable experience quotes

Customers reactions to engineered experiences are similar to their reaction to another person’s good manners… it depends largely upon the style with which they are delivered.

Experience design teams should contain individuals with expertise in managing customer expectations, product performance, service delivery business design and experience clues, so that all reinforce one another. The result can be startling synergy.

The degree to which a company is able to deliver a desirable customer experience – and to use information technology, brands and integrated communications to do so- will largely determine its success in the global marketplace of the new millenium.

Superior experiences are difficult for competitors to imitate, no matter how effective their marketing communications.

Delivering great or spiky Customer Experiences requires buy-in and understanding from all members of staff and leadership and sponsorship from senior management. It also requires them to put themselves in the customer’s shoes.

Brands will need to see themselves less as the editors, producers and broadcasters of pre-determined, one- way communication but instead as the entrepreneurial promoters of an evolving portfolio of shared experiences.

“Companies that focus on building great customer experiences will be like the Road Runner; losers will continue to think like Wile E Coyote. The results will be no different. Roadrunners will speed ahead. Coyotes? Well…they crash!” Shaw and Ivens
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