http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/ For more than a decade Marc has been a passionate advocate of placing the customer at the heart of business, working with clients in finance, retail, government and entertainment sectors, helping them craft compelling cross channel customer experiences. Marc champions lean and agile approaches for making customer driven innovation happen. He brings design thinking and creativity to clients, engaging across the organisation with a focus on delivery as well as ideas. He is currently writing a book on Agile Experience Design to be published this Autumn. Sun, 25 Sep 2011 23:33:07 +0000 http://wordpress.org/?v=2.9 hourly 1 http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/comment-page-1/#comment-144244 A Joined Up Experience Mon, 26 Jul 2010 18:28:24 +0000 http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/#comment-144244 [...] and different prices in different touchpoints? Here’s how Marc portrays the experience on his blog … is that Marc in the masthead of the blog? I go into a store and a salesperson helpfully [...] [...] and different prices in different touchpoints? Here’s how Marc portrays the experience on his blog … is that Marc in the masthead of the blog? I go into a store and a salesperson helpfully [...]

]]> http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/comment-page-1/#comment-135854 Pillars of a compelling experience | dancingmango Mon, 07 Dec 2009 12:52:49 +0000 http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/#comment-135854 [...] Worse, this little temple model is repeated across different commercial propositions so you end up with something that is not very joined up.  I’ve blogged about this lack of joined up thinking before. [...] [...] Worse, this little temple model is repeated across different commercial propositions so you end up with something that is not very joined up.  I’ve blogged about this lack of joined up thinking before. [...]

]]> http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/comment-page-1/#comment-13109 dancingmango » Architect your solution around the customer experience Thu, 15 Mar 2007 13:18:11 +0000 http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/#comment-13109 [...] I’ve blogged before about siloed organisations, but Werner touched on how even internal IT organisations can be siloed.  Something about how your database team may be soley focussed upon consistency; they are willing to sacrifice availability for valid technical reasons.  But the database needs to be seen in the bigger picture, outside the confines of the IT organisation.  It needs to support the customer experience.  And that means the customer must always be able to put items in the shopping cart.  Period.  The takeaway I suppose is to build your architecture around the customer experience; decompose the experience to do this.  The technical requirements for your shopping cart will be different from your fulfilment mechanism from your “see what others are buying” from your “my details”.  Make technical decisions accordingly, rather than a one-size fits all. [...] [...] I’ve blogged before about siloed organisations, but Werner touched on how even internal IT organisations can be siloed.  Something about how your database team may be soley focussed upon consistency; they are willing to sacrifice availability for valid technical reasons.  But the database needs to be seen in the bigger picture, outside the confines of the IT organisation.  It needs to support the customer experience.  And that means the customer must always be able to put items in the shopping cart.  Period.  The takeaway I suppose is to build your architecture around the customer experience; decompose the experience to do this.  The technical requirements for your shopping cart will be different from your fulfilment mechanism from your “see what others are buying” from your “my details”.  Make technical decisions accordingly, rather than a one-size fits all. [...]

]]> http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/comment-page-1/#comment-9977 Dale Wolf Thu, 08 Feb 2007 03:18:33 +0000 http://www.dancingmango.com/blog/2007/02/08/joined-up-experience/#comment-9977 Marc, I posted your article on The Perfect Customer Experience ... so you got some extra spin for the day ... I appreciate the dilemma we put customers in every day. Perhaps if enough of us share these stories, marketers will finally get the picture. www.perfectCEM.com Marc, I posted your article on The Perfect Customer Experience … so you got some extra spin for the day … I appreciate the dilemma we put customers in every day. Perhaps if enough of us share these stories, marketers will finally get the picture.
http://www.perfectCEM.com

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