pharma

Customer Experience Design: Interview with Markus Giesler

Customer Experience Design: Interview with Markus Giesler

Is “Design Thinking” still a thing? What comes after design thinking? I’d say something I call big design. Design thinking typically involves a creative and systematic approach to problem solving by placing the customer at the center of the experience. Most managers I talk with are frustrated. They don’t get the best results with this approach because they spend too little attention to the forces that actually shape the customer experience, which is culture. In order to succeed, managers also need to understand culture – taking the perspective of the people and institutions that shape a market or customer experience. That’s the ‘“big” in big design.

Going Legit: Marketing as a Social Designer

Going Legit: Marketing as a Social Designer

Marketers must coordinate multiple actors.

Bendgate: 5 Things Apple Will Do Next

Bendgate: 5 Things Apple Will Do Next

There are two ways to address a brand image crisis: redesign the actual product or redesign people's expectations around the experience of consuming the brand. Here are five brand image revitalization tactics Apple will use next.

Re-envisioning Marketing: One Assemblage at a Time (Schulich Spotlight on Research 2014)

Re-envisioning Marketing: One Assemblage at a Time (Schulich Spotlight on Research 2014)

For Schulich Marketing Professor Markus Giesler, marketing is not the art of satisfying consumers. It’s the art of assembling markets. Is this why some of the world’s most successful companies are adopting his breakthrough approach? A journey into the world of market systems.