Cornett Experience

When I attended the IA Summit a few months ago in Vegas, one interesting theme captured my attention: A number of my user experience (UE) colleagues were busy founding their own product or service companies. Mind you, UE professionals have been running design agencies and consulting companies for a long time now. However, these UE professionals are founding new businesses that offer products and services outside the traditional realm of design and research. Read full article…

Facebook held a press and developer event today to officially launch their Facebook Platform. CNN Money has a pretty decent summary of the implications. Supposedly, these are screenshots on SplashCast of some sample applications on the new platform.

Basically, imagine adding a social layer to any online experience in a way that makes it more useful or more enjoyable, since that layer is composed of people that you know and presumably trust more than some random stranger. Read full article…

Sunset in Santorini,
originally uploaded by Larry Cornett.

So many of us love a cup of coffee in our favorite cafe, but I don’t think many would call that a “transformational experience”. However, having a cup of coffee in a small cafe on the edge of the caldera at sunset in Santorini? Yes, a transformational experience that created a memory that I will never forget. What price do you put on such a cup of coffee?

The book “The Experience Economy” briefly mentions a key example that helps explain how a simple good can be economically transformed into an experience for which a customer is willing to pay one thousand times more. The following table outlines this transformation for the simple coffee bean. Read full article…

Commoditization. It happens in every industry as it matures. As companies struggle to compete and differentiate themselves, they succumb to pricing pressure and feature wars. We’ve all seen it happen with both goods and services. And, we’ve seen it happen in the technology industry too. Software with even more features than the competitor with the requisite feature chart on the back of the box. Internet access pricing being driven down to almost “free” levels. Web hosting for absurdly low monthly fees with an ever-increasing set of available features.

So, what is a company to do? Well, some have spent time understanding their customers and what it is that creates loyalty. Those companies have learned that earning the loyalty of a customer goes way beyond offering the lowest prices or the most features. In fact, loyal customers will often spend more for less. As a very loyal customer of Apple Computer, I can attest to that. Why? Because we value the holistic experience of that brand and what it provides us. Read full article…