Forrester’s Kerry Bodine recently blogged about how Apple has affected consumers in significant ways – from what we buy and how we work – but most importantly, how we measure good design. Bodine noted that Apple has raised awareness around simplicity and attention to detail, and that customer experience professionals at other companies are beginning to take notice.
When it comes to financial services, Bodine mentioned she was fascinated by the number of companies outside of the consumer electronics industry that seem set on copying Apple. She also noted the “dangers” of un-organic ideas, including:
- “The experience you create will not be aligned with your brand.”
- “The experience will be one dimensional — and set the wrong expectations for customers.”
Are you your own leader? What defines your brand and customer experience? Let us know in the comments below.