Some opportunities for strategic use of experience design was highlighted In this recent article from the Boston Consulting Group, I just pulled out the points that I thought experience design could contribute significantly to or even lead (hence the numbering order).
The Boston Consulting Group, Retailing Online: Coming of Age
1. Identify your highest-value customers across all channels and study every nuance of their needs, aspirations, and shopping behavior.
2. Design your of offerings, rewards, and service levels to favor your most valued customers.
4. Integrate your branding, merchandising, and marketing ef effor forts across channels.
8. Develop a curriculum of contact for all consumer touch points across channels.
9. Encourage multichannel customers to return by providing a flawless shopping experience.
