Orchestrating Customer Experiences

Recently, I've been focused on improving customer experiences for a software company. Clued In, by Lewis Carbone, is the best book I've read about creating customer experiences. And he brings together the concepts of flexible software and marketing. Without an adaptive enterprise it's difficult to create amazing customer experiences because:

Flexible software => Positive Customer Experiences => Customer Loyalty

Of course, a company could still create crazy customer experiences even with quality software. But if your product is software, it's almost impossible to produce amazing experiences with inferior software.

Mr. Carbone offers several articles at his website.

Comments

[Mike]

Steve,

Thanks for pointing out Mr. Carbone's work. I particularly enjoyed the "Managing Service Experience Clues" article! After reading it I got a copy of his book to see how much more it contains.

Mike

[Steve Neiderhauser]

Mike,

After you read the book leave a comment and let me know how you like it.

Sense and respond is one of the concepts I like. Of coure that ties to the adaptive enterprise.

Steve

[Mike]

Steve,

It's been more than a while, but I'm back! I've read "Clued In" twice now, since I was unsure of my impressions after the first reading.

I think Clued In has some great concepts, but it seems very high-level and consultant-oriented. The first reading left me cold; the second thinking I could do better. So I forced myself to write a hands-on primer of experience design to figure out if there was a better way.

Since you have knowledge of the literature and expertise in the field, I would appreciate you looking at the intro and first chapter of the rough draft. Let me know what you think. "You're off your nut!" is a valid response.

Cheers,

Mike