I’ve been talking with Mike about customer experiences and shared this diagram.
When I read Clued In by Lewis Carbone I learned that the adaptive enterprise has a direct connection to a company’s ability to create remarkable customer experiences. And anytime there’s a connection between design and marketing, you should pay special attention.
So I wondered if I could think of an example where flexible software led to a better customer experience. To reduce risk, Apple created an option to switch to the Intel chip. When the chip flip first happened a lot of people were breathing heavy simply because a Mac would have an Intel chip inside. Big deal. The switch didn’t amount to much for the average Mac user.
That is until companies developed software that allowed Windows to run on a Mac. Apple developed Bootcamp, and Parallels developed software that lets you run Windows XP inside Mac OS X. People may not understand all the features/benefits of this software, but they connect emotionally with the experience and tell others about it.
This is the second time Steve Jobs has pulled the adaptive rabbit out of his hat. The first time? At Next, he used a demo to sell Next to Apple. And now? Jobs is using flexible software to enhance the customer experience and gain market share.