What happens when you take a well-designed Beautiful System and turn it inside-out? In other words: What is the ultimate upshot… not for people inside the company, but for customers … of Beautiful Systems? For Customers of Great Design?
Answer: a Full Fledged, Memorable Experience.
Increasingly, the “value added” that a company offers … the “stuff” that can add Billions of Dollars to its market cap … comes from the … Quality of the Customer Experience.
- Tom Peters

One of the most crucial questions every successful firm (brand leader) needs to answer is that of attracting and retaining clients or customers.

There are definitely several factors that could contribute towards this becoming real, but we’ll quickly consider the solution from one (crucial) angle – the angle of customer intimacy. Read the rest of this entry »