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The new heart of your brand: Transforming your business through customer experience
Author(s) -
Moore Carol
Publication year - 2002
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.2002.tb00297.x
Subject(s) - context (archaeology) , consistency (knowledge bases) , business , value (mathematics) , marketing , customer experience , computer science , advertising , artificial intelligence , history , archaeology , machine learning
Design matters. But design alone is not enough. In both the digital and 3‐D worlds, value—and the resulting business success—is not in objects, but in the experience that surrounds objects. In this context, Carol Moore offers insights into the creation of powerful experiences: understand brand intent; engage customer emotions; invest in what is valued, not in what is possible; coordinate interactions to generate a seamless reality; and ensure consistency.