Companies like Nike have realized that theyre no longer just making and marketing products; theyre really in the business of crafting user experiences.
As Dan Maccarone, CEO and co-founder of product design firm Charming Robot, puts it, The experience is the brand.
In an omnichannel world, the user experience starts long before customers put their hands on the product or download the app. It encompasses everything from advertising and website design to social media, retail displays, packaging, the Muzak thats playing as shoppers enter the store, the help they receive from a salesperson or a chatbot and the subject line on the emailed receipt.
Voting 0
