His talk was amazing. But's it's power laid not in the volume or power of his speaking but in the truth and tranformative power of the story--he told a story about his experience being in the customers shoes and what changed for him as a result of having that experience. He wasn't speaking abstractly, or in theory, but about reality.
He told a story about one way that his company (at that time Credit Suisse) tried to understand their customers who faced disabilities, in this case, customers who were in wheelchairs. As a member of his team, he also, took a turn and spent the entire day working from a wheelchair.
(So, in this case, they didn't just observe their customers, but they took it a step further and immersed themselves in the actual experience of the customer.)
In this 1 minute 50 second clip (of the finale of the same story told at another conference), David shares what he came to understand from that day of --not just observing, but --being immersed in the experience of his customer.
p.s. for some reason, this video may take a couple minutes to load......
you may want to check your e-mail until it loads.... :)
"Emotions are exceptionally powerful in convincing people
why an experience needs to be a good one."--David McQuillen
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