Seth Godin does a great job of narrating the slippery slope of compromise in product design and customer experience.
It’s like the death of 1,000 cuts.
It actually reminds me of a certain major computer manufacturer that is focused on “cutting costs to maximize profits” above all else. In my humble little opinion, above their customers and their employees. Lots of little design compromises in their operations, products, and in their packaging.
Contrast this to the packaging of Apple’s products. You may not have ever unpacked a new Apple product, but it is a pretty amazing experience. Everything is designed, it all fits together like a well-formed, engineered machine. This is so well known, that when new Apple products come out, enthusiast sites document the unpacking process… pictures of each step, all the foam, the packaging, every element down to the manuals and cd. It really is like getting a present on your birthday.
What about the experience of recieving the results of your product or service? Do you know what is that experience is like?
In my many years in marketing at ad/interactive agencies, as well as client side, I’ve observed some great packaging of ideas, and some terrible ones. One of the huge things many agencies forget is that your client contact has to sell your agency’s ideas to their peers and bosses. Have you done all you can to make this easy for them? Too often service firms focus on their single point of contact, and forget who they have to sell to.
Others do an even worse job of delivery of their ideas… a few excel sheets, and a note in email explaining it. As the client, how can you convince your boss that this vendor is doing a good job if the ideas are presented so poorly and simplistically? Yea, the data is there… but does a busy client have time to decipher them? What does that do to your reputation over at the client’s office?
What does your product/service delivery say about you? Do you make it easy for clients to share how good you are?