While there are many reasons that can lead to the success of products and services, the outstanding ones have been designed and delivered in a way that provides a great customer experience.
Great products usually resolve common problems, they provide users with added benefits, they are convenient and easy to use, they satisfy other needs that customers didn’t know existed and they tend to be fun and engaging to use. But above the best products and services deliver a better user experience compared to others.
Some past and current examples of great products and services include the original Sony Walkman, the original Blackberry, Garmin GPS navigation (land, water & air) & personal fitness devices, Amazon online retailing, the Apple iPod & iTunes store, Netflix unlimited online movie and TV offer, Salesforce.com cloud CRM, DropBox file sharing and sync service, and the Apple iPad tablet device.
As a result of their great customer experience such products and services have become the industry standard until something better has comes along.
Designing great products and services is both a creative and a non-trivial structured process, which above all focuses on wowing the people that will ultimately use them.
In addition to using the right technology capabilities, most great products and services were designed by mixing inspiration, a leap of imagination and creativity with applied user research and continuous attention to customer feedback. In the end successful products and services are deemed so not only because they fulfil the practical needs and expectations of customers better than others, but because they do so more simply and elegantly, delivering a better overall experience in the process.
The question for technology companies then becomes, how to systematically design and deliver winning products and services, offering a great customer experience.