Published on
January 19, 2008 in
Bookshelf, Customer experience and Innovation.
Tags: centered, customer, economy, experience, human, Innovation, maker, management, service, user.
We are in the experience economy.
This Harvard Business Review article is written by B. Joseph Pine II and James H. Gilmore and published in 1998.
As goods and services become commoditized, the customer experiences that companies create will matter most.
There is a book written by the same authors.
“The Experience Economy: Work Is Theater & Every Business a Stage”
A few weeks ago, I bumped into a blog, where I learned the simple mantra of experience economy.
I’m not an order taker. I’m an experience maker!
This mantra reminds me that, all we are designing/creating experiences for our clients/customers.
It’s the picture that I took with iPhone in a restaurant in Seoul, Korea. The poster was on the front wall of the kitchen where waiting staffs get dishes from the kitchen. It says, “From the moment you step outside here, you should be an actor/actress.”
Korean companies are also investing on user/customer experience as a way of innovation. For example, SK Telecom has HCI (Human-Centered Innovation) group and KTF has CEM (Customer Experience Management) team.
We, D’strict helps companies create their original and unique customer experience, especially in digital display market. I will write more about this later on. 
Update: I decided to change the category “User Experience” to “Customer Experience” since the latter is broader and more appropriate.
Published on
August 15, 2007 in
Customer experience and Hardware.
Tags: customer, experience, futiro, Hardware, phone, review, skype, solo, usb, user.
Update: Futiro promptly replaced the defective unit at their cost and I am quite satisfied with their response to the issue.
I tested out Skype with Macbook’s built-in mic and speaker but it didn’t deliver quite satisfactory result to me. So I purchased Futiro Solo, a Skype-compatiable USB phone from Futiro.com’s online store a week ago and I received it today. I chose Futiro Solo because of its ergonomic and futuristic design, small size, and cable-containing mechanism on its own body, even though the price, US$75 was very high compared to others.
< stylish design with cable management system >
A driver for Mac was not included on the CD and I had to download a driver file from Futiro’s web site but it was very straight forward. They provide 2 custom launchers each for Skype and iChat. They work flawlessly. While I was winding the USB cable, I have found a defect on one side and another on the other side. You can’t miss this white long defects because other body parts are all black!!!
Can you possibly not see this one when you tie up the cable?
< The other defect >
I expected a high quality USB phone with great design when I paid US$75. But what Futiro delivered to me was an unpolished product manufactured without care. I don’t really think that they manufacture thousands of Futiro Solo per month. It won’t be too much to ask them to inspect all of the units with simple QA policy. It’s just a matter of whether you really care about your customers. I sent an email to Futiro requesting the replacement of the product and I am expecting their answer. I don’t know how they’ll respond to my request. We will see if Futiro really cares about their customers or not. They can run away or correct their mistake. Now the question should go to me: Do I really care about my customers?
Update: Bob McDonald, a sales manager at Futiro promptly responded to my request and promised to ship the replacement with DHL couriers ASAP. He apologized and claimed that they never had this kind of issue with Futiro Solo. He also promised to inform their QC people of this issue. I am very satisfied with his prompt response and his professional way of handling the issue. I will update the post when I get the replacement.
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