“When a business defies the traditional, when it ‘colors outside the lines,’ customers often receive exceptional experiences.” – The Starbucks Experience by Joseph A. Michelli
You can purchase The Starbucks Experience here.
Tag Archive: experience
Focus first on the overall experience
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“The customers, the visitors, the patients, the readers, the guests, whatever you call them – their experience is what determines the company’s success or failure. So focus first on the overall experience. It’s strategic, not tactical. It’s about the people, not the tool. Focusing on the larger picture first will set a better context in which to work – later – on usability tactics.” – Mark Hurst
Read Mark’s article “The top 8 mistakes in usability (and companies investing in it)” here.
A quality user experience is an essential, sustainable competitive advantage
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“Businesses have now come to recognize that providing a quality user experience is an essential, sustainable competitive advantage. It is user experience that forms the customer’s impression of the company’s offerings, it is user experience that differentiates the company from its competitors, and it is user experience that determines whether your customer will ever come back.” – The Elements of User Experience by Jesse James Garrett
Purchase Jesse’s book The Elements of User Experience here or check out Peter Morville’s article “User Experience Strategy” that mentions this quote.
User behavior is part of a holistic experiential model
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“The purpose of user experience design, or UXD, is to understand that user behavior can be seen as part of a holistic experiential model instead of as a shallow, temporary hit-and-run encounter. In the domain of user experience, then, we must not mistake trying something for experiencing it.” -Christopher Fahey
Read Christopher’s article “Experience or Don’t Experience. There is no Try.” here
Rich, sensory experiences immerse users and lead to joy and satisfaction
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“By attending to the entire user experience, designers can create a rich, sensory experience, which helps to immerse users and encourage them to become fully involved in the site and its message… Through immersion, the user experiences joy and satisfaction: positive qualities that will be transferred to your brand.” – Sharon Lee
Check out Sharon’s article “Human-to-Human Design” here
Customers don’t view a company in terms of silos or business units
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“We can’t forget that customers don’t view a company in terms of silos or business units. They couldn’t care less about how an organization is structured. What they want is an intuitive experience that draws them into an experience that excites their senses.” – Judy McLeish
Quote submitted by Judy McLeish of McDaniel Partners
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About
Catriona Cornett
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