Today's bit of Marketing, Customer Experience, Design & Product Development advice comes from Kathy Sierra's blog:

"Your job is to anticipate... To give them what they want and/or what they need just before they have to "ask" for it - to be surprising yet self-evident at the same time. If you are too far behind, or too far ahead of them, you create problems, but if you are right with them, leading them ever so slightly, the flow of events feels natural and exciting at the same time."

- Walter Murch

iPod wasn't designed by users. It was designed for users. No... wait... it was designed to be loved by users.

If your job deals with customer experience design, (product, web, retail, customer service, touchpoint ideation, advertising, etc.) print either the sentence that came just before this paragraph or Walter Murch's bit of wisdom, and pin it to your office wall. Either one can (and probably should) become your new mantra.


Technorati Thingamajingies: customer experience design, Kathy Sierra, Marketing, service marketing.