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The Power and Financial Value of Designing a Great Customer Experience

Posted in Brand, Customer Experience, Emotional Design, and Experience Design

Great designs create elegant and meaningful experiences for customers. And the design-oriented organizations understand the financial value of this:

 “Apple, the epitome of a design-led organization, now has a market capitalization of $570 billion, larger than the GDP of Switzerland. Its revenue is double Microsoft’s, a similar type of technology organization but one not truly led by design (just compare Microsoft Windows with Apple’s Lion operating system).” – Adam Swann, Welcome to the Era of Design, Forbes.com

Adam goes on to say that these “Design-oriented” organizations “put design at the heart of their company to guide innovation and to continually improve products, service and marketing. They recognize that a great design leads to differentiation, customer loyalty and higher profits.” And that “Thoughtful and innovative design makes us feel good. It is no surprise that we are happy to advocate them, talk about them in social media and can be fiercely brand loyal.”

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