Category Archives: Customer & Product

Experience = Stuff / Time

April 2, 2012
Branding, Customer & Product, Leadership, Mobile, Startups
9 Comments

The real value in creating new businesses is in delivering customer experiences. The ubiquitous nature of the web, devices, and social networks means successful companies in the future will understand this. The question is “what do people mean when they say ‘experience’”? This post provides an answer. Over the years, I’ve developed a mental model that helps me and my teams think about new businesses from a very customer focused perspective. I refer to it …Continue reading →

Brand is a Critical Part of the End-to-End Experience

April 1, 2012
Branding, Business, Customer & Product, Mobile, Startups
4 Comments

A commenter on another of my posts asked me to explain further why I think “brand is as much a part of the end-to-end experience as the user interface, device, OS, apps, and services.” I took it as a challenge to actually get my thoughts on the subject down in writing. So here we go… I use the following mental model when thinking through end-to-end user experiences: Or, since this is not real math, in words: …Continue reading →