Thoughts and observations on the roles of graphic design careers and business communication in the 21st century.
Tuesday, January 05, 2010
Don't Just Fix a Problem. Fix the Experience
I enjoy a marketing newsletter by a Sean D'Souza of Psychotactics. His latest article is worth thinking about. He makes a distinction between handling customer complaints by solving their problem, and going on to solve their experience as well. You can read the article here: How To Fix the experience—then the “fish”