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Archive for March 3rd, 2009

giant snowball, by olivier blanchard 2009

Today’s bit of Marketing, Customer Experience, Design & Product Development advice comes from Kathy Sierra‘s awesome old blog:

“Your job is to anticipate… To give them what they want and/or what they need just before they have to “ask” for it – to be surprising yet self-evident at the same time. If you are too far behind, or too far ahead of them, you create problems, but if you are right with them, leading them ever so slightly, the flow of events feels natural and exciting at the same time.”

Walter Murch

iPod wasn’t designed by users. It was designed for users. No… wait… it was designed to be loved by users.

This seems really basic and simple, right? Just plain old common sense… Yet how many companies do it? Very few. So until every single company figures this out, it is worth repeating, even if it seems like a no-brainer.

If your job deals with customer experience design, (product, web, retail, customer service, touchpoint ideation, advertising, etc.) print either the sentence that came just before this paragraph or Walter Murch’s bit of wisdom, and pin it to your office wall. Either one can (and probably should) become your new mantra.

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