Comments on: Are you experienced? http://www.dancingmango.com/blog/2008/11/13/are-you-experienced/ 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: Andrew http://www.dancingmango.com/blog/2008/11/13/are-you-experienced/comment-page-1/#comment-99484 Andrew Tue, 25 Nov 2008 14:11:38 +0000 http://www.dancingmango.com/blog/?p=409#comment-99484 Couldn't agree more. It's mind-boggling how much opinion comes into decision making and not enough understanding of the tasks that real customers are trying to complete or the contexts that could be driving their behaviour. I recall one example when I was working for a Bank developing a new online acquisition strategy for the wealth management team and asking the head of customer experience to walk us through how they engaged customers in the branches. Turns out he'd never been into a branch and been through the customer experience. Astounding and not isolated either. Andrew Couldn’t agree more. It’s mind-boggling how much opinion comes into decision making and not enough understanding of the tasks that real customers are trying to complete or the contexts that could be driving their behaviour.

I recall one example when I was working for a Bank developing a new online acquisition strategy for the wealth management team and asking the head of customer experience to walk us through how they engaged customers in the branches. Turns out he’d never been into a branch and been through the customer experience. Astounding and not isolated either.

Andrew

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