Liens de la semaine (weekly)

• The expanding role of design in creating an end-to-end customer experience | McKinsey & Company

   »
  Article Actions

  Share this article on LinkedIn Share this article on Twitter Share this article on Facebook Email this article Download this article

  Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses. « 

  tags: customerexperience design

  • Traditional product companies are transforming themselves into providers of services and ecosystems.
  • Service companies are integrating physical products into their customer experience.
  • Companies are investing to create a customer environment that builds a connection with their products
  • In essence, highly successful companies have realized that the boundaries between products, services, and environments have blurred. They know as well that they need an integrated view to design end-to-end experiences that are truly valuable to consumers and successful in the market. It’s not just about designing the best product or service but rather about striking the right combination and making sure the integrated customer experience is compelling

Posted from Diigo. The rest of my favorite links are here.