Rick Wise, CEO of Lippincott, says experience innovation is the next design imperative. Here are five things you can do this year to make that happen.
“Today’s enlightened leaders are achieving success by crafting the entire customer experience–shaping, innovating, branding, and measuring it. They are mastering a new discipline we refer to as “experience innovation” by going beyond the discrete product or service to reimagine the customer journey. The result yields new, unexpected, signature moments that delight customers and create significant opportunities for new growth.
We believe that experience innovation will be a crucial component for companies seeking to remain relevant and retain customer loyalty in 2014. But the process of designing a truly innovative experience cannot simply rest on the process excellence of classic customer experience-improvement efforts or the creative brilliance of the marketing team. Drawing on our recent work, here are a few key principles for success.”