Comments on: Architect your solution around the customer experience http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-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 By: Jim Arnold http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/comment-page-1/#comment-13210 Jim Arnold Fri, 16 Mar 2007 14:01:57 +0000 http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/#comment-13210 "Tell me that your server is down and to try again later is inviting me to go to Waterstones" Back when shops were made of bricks and mortar, the ones I liked most were those which did exactly that! It is helpful because it lets me get what I want more quickly, and it tells me that they are not scared of their competition. Of course, if *every* time I try to shop there they tell me to go to Waterstones, then maybe I should just go to Waterstones in the first place... “Tell me that your server is down and to try again later is inviting me to go to Waterstones”

Back when shops were made of bricks and mortar, the ones I liked most were those which did exactly that! It is helpful because it lets me get what I want more quickly, and it tells me that they are not scared of their competition. Of course, if *every* time I try to shop there they tell me to go to Waterstones, then maybe I should just go to Waterstones in the first place…

]]> By: marc http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/comment-page-1/#comment-13176 marc Fri, 16 Mar 2007 10:03:31 +0000 http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/#comment-13176 Cynical bastard Jim :) Not sure I agree with you. If I as a customer have invested time browsing the site, the fact that I want to put something in a shopping cart suggests that I am committed, I want to take our relationship to the next level. Tell me that your server is down and to try again later is inviting me to go to Waterstones. Cynical bastard Jim :) Not sure I agree with you. If I as a customer have invested time browsing the site, the fact that I want to put something in a shopping cart suggests that I am committed, I want to take our relationship to the next level. Tell me that your server is down and to try again later is inviting me to go to Waterstones.

]]> By: Jim Arnold http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/comment-page-1/#comment-13124 Jim Arnold Thu, 15 Mar 2007 17:10:34 +0000 http://www.dancingmango.com/blog/2007/03/15/architect-your-solution-around-the-customer-experience/#comment-13124 I know this is beside the point, but "the customer must always be able to put items in the shopping cart" is not an Amazon customer requirement, it's an Amazon *business* requirement. It means they can always take your money off you and give you the impression of good service, even though the greedy bastards don't have the item in stock or the capacity to physically process your order. I know this is beside the point, but “the customer must always be able to put items in the shopping cart” is not an Amazon customer requirement, it’s an Amazon *business* requirement. It means they can always take your money off you and give you the impression of good service, even though the greedy bastards don’t have the item in stock or the capacity to physically process your order.

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