Category Archives: Customer & Product

Wanna Compete with Apple? Focus on Experiences.

June 7, 2012
Branding, Customer & Product, Mobile, Platforms
8 Comments

TL;DR Apple’s insane profitability has the other big guys jealous and freaked out. None are stupid enough to try to compete with Apple on Apple’s terms. The way to beat Apple is to redefine the game by making apps irrelevant and by making mobile just a piece of the equation. The “Experience = Stuff / Time” model is a great way break the conversation down to really understand what is going to happen. In 1999 …Continue reading →

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 →