It is the experience first, then the messages

“Experience design should not be solely brand focused; instead it should not be too branded focused. It is about designing delivery of customer needs, so naturally it should start with the customers. It should form the core of a go-to-market strategy of any brand. It is the experience first, then the messages.” – Idris Mootee

Read Idris’ article “Experience Design Is The Active Pursuit Of Customer-Inspired Products/Services, Not Just Company-Defined Products/Services” here.

1. Investing in the customer experience turns customers into advocates
2. Our job is to take responsibility for the complete user experience
3. A quality user experience is an essential, sustainable competitive advantage
4. Leaders must become experience executives
5. Customer experience needs to be a competence, not a function