How hard are you working to develop cool and memorable experiences for your customers?  Are you intentionally building experience, or is it an accident when it happens?

I like the way Ideo’s Tom Kelley talks about the idea of crafting experiences: “At IDEO, we encourage
even product-oriented companies to focus on the “verbs” not the “nouns”
in thinking about the actions, the behaviors, the experiences that
customers associate with their brands.”

What if you spent an hour tomorrow white-boarding the verbs you want to associate with your brand?  Can you see how this leads to a whole different way of thinking?

By the way, Kelley’s The Ten Faces of Innovation is a fantastic resource and should be part of your innovation library.

Highrise

Architecting Experiences