This Element is an excerpt from Do You Matter?: How Great Design Will Make People Love Your Company (ISBN: 9780137142446) by Robert Brunner and Stewart Emery. Available in print and digital formats. How to make sure customer experience permeates every corner of your company--and all your products and services. As CEO, youare so dedicated to customer experience that in 1985 when a line of your companyas refrigerators were found defective, you had workers smash 76 of them to smithereens. So what happens when you go on the Internet and the reviews of your product read: aWorst product, worst experience ever! Never buy a Haier product!aYou are CEO of a company with 50, 000 employees and you are so dedicated to the concept of customer experience driving ... at 25 reviews of a product you released, a Haier XQG65-11SU Front Load All-in-One Washer/Dryer, and the reviews read: ac Worst product, worst experience ever! ... CUSTOMER SERVICE STINKS!
|Title||:||How Great Products and Services Supply Great User Experiences|
|Author||:||Robert Brunner, Stewart Emery, Russ Hall|
|Publisher||:||Pearson Education - 2009-10-16|