I was recently at my bank, telling the branch manager that I don’t like its online banking system. She was literally offended: “But we are the best in our industry, I’ll show you the results of our survey.” I said, “But it is not about how you measure up against other banks. You don’t solve my problems — you make things harder than they should be.”
Meaningful consumer experiences are based on a relationship between brands and people. By clearly promising something to people that is authentic and relevant, brands can increase the value of their products and services and connect on an emotional level.
Metaphors not only transfer associations from a previous experience to a new one, they function as shorthand to help people understand the consumer experience offering and what it means in their lives.
Companies want to create value by delivering better consumer experiences, but many are not quite sure how to get there. The results have ranged from a proliferation of Apple-like Genius Bars to projects that simply never make it to market. This week, Steve McCallion explores some of the challenges companies face when trying to deliver consumer experience innovation.
I've decided to place this elsewhere. (see http://feeds.feedburner.com/randulovoip)
What is the out of the box experience for your product? Has anyone actually tested it and does anyone care? Many consumer products have pretty decent instructions or are intuitive, but most fail miserably in this. Does it lead to disappointment or just delayed gratification?