My sincerest apologies to the blog’s loyal readers for the long hiatus. I have been occupied with several other projects that took way more time and involvement than initially planned.
There’s an excellent post on Mark Cuban’s blog, discussing why he does not support using smartphone applications as part of the spectators’ experience in Dallas Mavericks’ games. The post is especially emphatic about owning the customer experience from start to end and focusing on the main deliverable – a memorable experience with other people.
Reading this post got me thinking about the differences between the totality of user experience focus expressed in this post and the inconsistent, heavily segregated experience we encounter in our own industry way too frequently. For the Dallas Mavericks, the ownership and objectives for the customer experience are clear, and I can imagine every employee knows their role in it. Can we say the same about our industry?
I would like to take this opportunity to wish all readers a healthy, happy and prosperous new year.