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Do You Matter?: How Great Design Will Make People Love Your Company by Russ Hall, Stewart Emery, Robert Brunner

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Chapter 6. Products As Portals

Products as portals to experiences that matter to customers—designing a great experience with a consistent promise across multiple touch points—how you use design for customer experience supply chain management.

You are CEO of a company with 50,000 employees, and you are so dedicated to the concept of customer experience driving the quality and value of your household products that in 1985, when a line of your company’s refrigerators were found to be defective, you had the workers who’d made them line up and smash 76 of them to smithereens. Hell, you grabbed a sledgehammer and smashed away at one of the damned things yourself. The public smashing of products that don’t make the cut appears to be somewhat de rigueur ...

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