So how does Lululemon inspire such cult-like loyalty among its customer base (principally yoga practitioners)? They do the basics really well — for both in-store and online shopping. It’s clear they’re paying attention to customer experience management across many dimensions. A Well-Designed Experience Playbook Here are some of the things they get right:
When the news is dominated by stories of volcanic eruptions, corporate bankruptcies and layoffs, or yet another example of Wall Street malfeasance, it’s easy to get depressed. Especially in this grey Seattle spring weather… So it was a wonderful contrast to enjoy some stimulating conversations over the past 24 hours with two vibrant and accomplished [...]
A while ago, Forrester Research analyst Brian Haven asked who’s at fault when there’s a serious disconnect between the brand promise conveyed by the advertising campaign, and what a person experiences later. Is it the agency or the company (brand owner) that’s accountable?
Tags: accountability·advertising·brand experience·brand promise·experience design
I love my iPhone not just because it’s an object of beauty in its own right, but because the experience of using it is so pleasurable, so much of the time.
Tags: brand·experience design·iPhone·Treo