Designing the Customer Experience

Research study between 2000-2005 found that Fortune 500 companies which focused on 'customer experience' design, outperformed others by 10:1 in terms of profit margin.

Design for me is not just about the artwork, it is the art of connecting the surreal to the real, the concept to the reality and the desire to the need. It is about the experience that you deliver. Design is not just about seeing it as a product to sell, but seeing it as an emotional gift to the consumer.

I love Yves Behar on design. He said

"Design is how you treat your customer. If you acknowledge their intelligence and treat them well from an environmental, emotional and aesthetic standpoint, you're probably doing good design"

Anna has spent over 20 years as a Board Director at several global brands. She now runs her own company The Engaging Brand which supports business leaders who want to transition to the new social business model. She is also a speaker, writer and radio show presenter on social business, indeed her podcast The Engaging Brand has been nominated 6 years running as Best Business Podcast at the Podcast Awards. She brings an unusual mix of experience to business - she has a 1st Class Law Degree, MBA in marketing and is a qualified Chartered Accountant. This unusual mix means not just explaining the why of being social but how to turn social into a measurable business tactic to grow your bottom line. Her blog is recognised as one of the leading UK marketing blogs.

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